Pengaruh Transformasi Digital dan E- Government Terhadap Kepuasan Layanan Publik: Systematic Literature Review
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Abstract
Perkembangan teknologi digital mendorong transformasi layanan publik di Indonesia melalui e-Government untuk meningkatkan efisiensi, transparansi, dan aksesibilitas, meskipun menghadapi tantangan seperti infrastruktur dan keterampilan SDM. Penelitian ini bertujuan menganalisis pengaruh transformasi digital dan e-Government terhadap kepuasan layanan publik melalui Systematic Literature Review (SLR) dengan protokol PRISMA. Populasi adalah artikel Scopus Q1-Q4 berbahasa Inggris periode 2015-2025; sampel 20 artikel terpilih melalui purposive sampling. Instrumen mencakup sampul ekstraksi data PRISMA; Teknik analisis meliputi kategorisasi tematik, sintesis naratif, dan tabulasi kuantitatif. Hasil menunjukkan pengaruh positif signifikan melalui TAM (30%), agile governance, dan usability, dengan hambatan digital. Kesimpulannya menyatakan transformasi digital dan e-Government sebagai instrumen strategi tata kelola yang responsif jika didukung kesiapan SDM dan infrastruktur inklusif .
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