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Lia Juliasih
Public Administration Study Program, Faculty of Social and Political Sciences, University of Garut
Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences

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Digital transformation and public service effectiveness: The role of public trust mediation in Garut Hebat Super Apps Lia Juliasih; Chika Milano
Priviet Social Sciences Journal Vol. 6 No. 8 (2026): August 2026
Publisher : Privietlab

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55942/pssj.v6i8.2139

Abstract

This study examines the effects of digital transformation on public service effectiveness and public trust, and tests the mediating role of public trust in Garut Hebat Super Apps. A quantitative explanatory survey with a cross-sectional design involved 100 users selected through purposive sampling method. Data were collected using a five-point Likert scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. Digital transformation has significantly affected public service effectiveness and trust. Public trust significantly affects service effectiveness and mediates the relationship between digital transformation and public service effectiveness. The model explained 72.8% of the variance in the public service effectiveness. The findings indicate that digital government innovation becomes more effective when technological improvement is accompanied by institutional credibility, data security, responsiveness, and reliable service experiences.
Co-Authors Chika Milano