E-Government and Public Satisfaction: Evaluation of Inslite Web Services at the Library and Archives Office of Pinrang Regency
Keywords: Web Inslite, digital public services, public satisfaction, e-Government, SERVQUAL
Abstract
This study aims to evaluate the quality of digital public services through the Web Inslite platform at the Library and Archives Office of Pinrang Regency. The main focus is to assess the effectiveness of digital services using the five SERVQUAL dimensions: reliability, responsiveness, assurance, empathy, and tangibles. This research employs a qualitative case study approach with data collected through in-depth interviews, observations, and documentation. The results indicate that Web Inslite significantly enhances public access to literacy with flexible and adaptive services. Adequate physical and digital infrastructure, a user-friendly interface, and staff commitment to data privacy and security are key factors supporting the success of the system. The study highlights that applying the SERVQUAL model in the context of local digital libraries contributes meaningfully to evaluating e-Government-based service quality, especially in underexplored areas such as Eastern Indonesia. In conclusion, Web Inslite effectively meets the public's digital information needs and enhances overall service quality, while promoting inclusive and sustainable digital transformation.
Copyright (c) 2025 Agung Muhammad Arasy, Nurdin Nara
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