Regional Government Information Systems and Public Service Performance in Makassar City Agencies

DOI

10.2991/978-94-6239-709-5_163How to use a DOI?

Keywords

Digital Accessibility; Transparency; Service Efficiency; Citizen Satisfaction; E-Government

Abstract

The digitalization of public sector services in Indonesia has made the Regional Government Information Systems (SIPD) a strategic tool to improve service quality, transparency and citizens trust. SIPD is used in Makassar City for administrative simplicity and to enhance government-citizens relation, but still facing issues concerning fair usage of a digital device, transparency and efficiency of procedures, as well quality service yet its satisfaction level is varied indicates problems on effective implementation. This paper explores the effects of digital accessibility, transparency and service efficiency on citizen satisfaction while also testing for mediating impacts from transparency and efficiency. Based on the Technology Acceptance Model (TAM), Good Governance theory, and DeLone and McLean Information System Success Model, this study adopted a survey research methodology with 124 citizens using the SIPD services in Makassar as its respondents. Direct and indirect relationships between constructs were tested using Partial Least Squares Structural Equation Modelling (PLS-SEM). Results show that service efficiency is the most significant predictor of citizen satisfaction, dissolving urban-rural divide in residents’ perceptions of digital accessibility and its returns. Mediation effect test shows that public transportation accessibility increases satisfaction, through transparency and efficiency in an indirect manner. This study theoretically contributes to the literature by synthesizing three frameworks in a single model explaining citizens’ perception of digital public service, and practically offers policy implications for policymakers and administrators in Makassar City related to expanding access, institutionalization transparency, and prioritizing efficiency. These insights provide a roadmap for developing citizen-focused, accountable (smart) digital governance in Indonesia.

Copyright

© 2026 The Author(s)

Open Access

Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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TY  - CONF
AU  - Andi Al Furqan Suhardiman
AU  - Abdul Razak Munir
PY  - 2026
DA  - 2026/06/20
TI  - Regional Government Information Systems and Public Service Performance in Makassar City Agencies
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 2331
EP  - 2343
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_163
DO  - 10.2991/978-94-6239-709-5_163
ID  - Suhardiman2026
ER  -