IT’s Moderating Role in Asset Management, Service Innovation, Competency, and Public Service Quality

DOI

10.2991/978-94-6239-709-5_174How to use a DOI?

Keywords

Asset management; Service innovation; Competency; IT utilization; Public service quality

Abstract

This study examines the effect of asset management, service innovation, and competency on the quality of public services, with information technology (IT) as a moderating variable, within Regional Apparatus Organizations (OPD) in West Sulawesi Province. A quantitative approach was employed, using structured questionnaires distributed to 123 respondents across 41 OPDs. Validity and reliability tests confirmed that all 22 measurement items were statistically sound, while regression analysis was used to test both direct and moderated relationships. The findings reveal that asset management, service innovation, and competency each have significant positive effects on service quality, with competency identified as the most influential factor. Moreover, IT utilization not only exerts a direct positive effect on service quality but also strengthens the relationship between asset management and service quality as well as between service innovation and service quality. Although the moderating effect of IT on the competency–service quality relationship was weaker and only marginally significant, the overall model explanatory power increased from 62% to 72% when IT utilization was included. These results highlight the complementary role of governance practices, civil servant capacity, and digital transformation in enhancing the quality of public services. The study provides strategic insights for local governments, emphasizing the need for integrated investments in asset governance, innovation, competency development, and IT infrastructure to foster efficient, transparent, and citizen-centered services.

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  - Moh. Rizvan Dwi Putra
AU  - Kartini Kartini
PY  - 2026
DA  - 2026/06/20
TI  - IT’s Moderating Role in Asset Management, Service Innovation, Competency, and Public Service Quality
BT  - Proceedings of the 10th International Conference on Accounting, Management, and Economics (10th ICAME 2025)
PB  - Atlantis Press
SP  - 2497
EP  - 2508
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-709-5_174
DO  - 10.2991/978-94-6239-709-5_174
ID  - Putra2026
ER  -