<![CDATA[Digital government services are increasingly delivered through applications that interact directly with users and offer the potential to enhance public service efficiency. This study investigates the impact of e-service quality and e-recovery service quality on customer experience, satisfaction, and loyalty within the context of digital public services. Constructs such as efficiency, fulfilment, security, and availability represent e-service quality, while compensation, responsiveness, and contact reflect e-recovery service quality. The relationships between these constructs and the dimensions of customer experience, satisfaction, and loyalty were examined using Partial Least Squares Structural Equation Modeling (PLS-SEM). Data were collected through a questionnaire distributed to users of digital services at the Legal Metrology Standardization Regional IV Office, Ministry of Trade of the Republic of Indonesia. A total of 273 valid responses were analyzed from customers who had used the digital service within the past year. The findings reveal that both e-service quality and e-recovery service quality significantly influence customer experience, satisfaction, and loyalty. This study offers new insights into how customer loyalty is shaped in the context of government-provided digital services.]]>
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