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Muhammad Iksan Kaplale
National Archives of the Republic of Indonesia, Indonesia

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E-Government Implementation and Public Trust in Local Government Evidence from Indonesia Muhammad Iksan Kaplale; Yoernaldi Yoernaldi
Journal of Public Policy and Society Vol. 1 No. 2: July 2025
Publisher : Center for Border and Coastal Studies, Universitas Muhammadiyah Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.54268/jpps.v1i2.30613

Abstract

The Indonesian government has promoted e-government as a core instrument of bureaucratic reform to improve public service quality and governance performance. However, empirical evidence indicates that digital transformation does not automatically increase public trust. This study aims to analyze how e-government implementation influences public trust in local government public services in Indonesia. Using a qualitative case study approach, data were collected through in-depth interviews, document analysis, and non-participant observation involving civil servants and citizens as service users. The findings reveal that e-government implementation enhances service efficiency, transparency, and accessibility, which positively shape citizens’ service experiences and strengthen public trust. Nevertheless, challenges related to digital literacy disparities, infrastructural limitations, and organizational resistance remain significant barriers. This study contributes to public administration literature by highlighting the mediating role of service quality and citizen experience in building public trust within the Indonesian local government context and provides policy implications for strengthening digital governance at the local level.
Co-Authors Yoernaldi Yoernaldi