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Taufik Hidayat
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ijsecssultan@gmail.com
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Jl. Nyi Ageng Serang, Kota Baru Keandra, Sindangjawa, Dukupuntang, Kab. Cirebon, Provinsi Jawa Barat, 45652
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International Journal of Science Education and Cultural Studies
Published by Sultan Publisher
ISSN : -     EISSN : 29642604     DOI : https://doi.org/10.58291/ijsecs
Core Subject : Education,
Education Languange, Linguistic, Communication & Media Other
International Journal of Science Education and Cultural Studies (IJSECS) publishes articles on various discourse regarding education and cultural studies that are interesting and have an impact on the development of education and culture. The journal publishes articles on interdisciplinary content and cross-field dimensions related to education from various cultural perspectives. The articles of this journal are published every six months, that is on March and September, and published by the Sultan Publisher.
Arjuna Subject : Ilmu Sosial - Pendidikan
Articles 52 Documents
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The Role of Service Quality and Service Transparency in Building Public Trust in Public Services: A Literature Study Susi Sugiyarsih
International Journal of Science Education and Cultural Studies Vol. 4 No. 2 (2025): ijsecs
Publisher : Sultan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58291/ijsecs.v4i2.592

Abstract

Public trust is a major element in making public service delivery effective and legitimate. Service quality and service transparency have often been identified as key determinants of public trust, but the evidence remains fragmented across different public service contexts. The study seeks to synthesize existing research on the role of service quality and service transparency in building public trust in public services. A Systematic Literature Review (SLR) was conducted following the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) framework. Articles were retrieved from Google Scholar, Scopus, ScienceDirect and SpringerLink using pre-defined search keywords. Following the screening and eligibility assessment process, 25 studies published between 2019 and 2025 were included in the review. The results indicate that service quality increases public trust via responsiveness, reliability, accessibility, and professionalism, and service transparency strengthens trust via openness, accountability, and access to information. The review further finds that these two factors are complementary dimensions that shape perceptions of governmental competence and integrity. Based on the literature synthesis, an integrated conceptual framework is proposed to explain the relationship of service quality, service transparency and public trust. This study adds value to the public administration literature through the provision of a comprehensive synthesis of the extant evidence and the identification of avenues for future research on public trust in public services.
The Influence of Digital Public Engagement on Public Trust through Public Satisfaction with Public Services Susi Sugiyarsih
International Journal of Science Education and Cultural Studies Vol. 5 No. 1 (2026): ijsecs
Publisher : Sultan Publisher

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58291/ijsecs.v5i1.594

Abstract

The rapid growth of digital public services has changed the way citizens interact with government institutions and digital public engagement has become a more and more important factor in shaping public perceptions of government performance. Even though investments in digital governance are growing, the mechanisms by which digital public engagement contributes to public trust are not well understood. This study explores the effect of Digital Public Engagement on Public Trust and the mediating effect of Public Satisfaction in this relationship. This research uses a quantitative method with data taken from a survey of 180 citizens of Cirebon City who had used digital public services in the last three months. Data were analyzed using PROCESS Macro Model 4 (regression-based mediation analysis. The results show that Digital Public Engagement has a positive and statistically significant impact on Public Satisfaction and Public Trust. Public Satisfaction has a positive effect on the Public Trust and a mediating effect between Digital Public Engagement and Public Trust partially. These findings suggest that citizens’ trust in government institutions is not only shaped by their satisfaction with digital public services but also by their direct experiences of accessibility, responsiveness and interaction through government digital platforms. The research contributes to the digital governance literature by revealing the dual effect of digital public engagement on public trust. The findings also underscore the need to improve digital engagement strategies to enhance citizen satisfaction and institutional trust in the delivery of public services.

Page 6 of 6 | Total Record : 52

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