Pengaruh Implementasi Identitas Kependudukan Digital terhadap Kualitas Pelayanan Publik dengan Kepuasan Pengguna Sebagai Variabel Mediasi pada Dinas Kependudukan dan Pencatatan Sipil Kabupaten Bangka Barat

Asrin Utiarahman; Efrianto Efrianto; Erwin Erwin

doi:10.55606/jupsim.v5i3.7968

Authors

Asrin Utiarahman Institut Sains dan Bisnis Atma Luhur
Efrianto Efrianto Institut Sains dan Bisnis Atma Luhur
Erwin Erwin Institut Sains dan Bisnis Atma Luhur

DOI:

https://doi.org/10.55606/jupsim.v5i3.7968

Keywords:

Digital Population Identity, Public Service Quality, SEM-PLS, User Satisfaction, West Bangka

Abstract

This study analyzes the effect of Digital Population Identity (IKD) implementation on public service quality at the Department of Population and Civil Registration of West Bangka Regency, with user satisfaction as a mediating variable. A quantitative approach with causal-explanatory design was applied using Structural Equation Modeling – Partial Least Squares (SEM-PLS) via SmartPLS 4. The sample consisted of 100 active IKD users selected through purposive sampling. Outer model evaluation confirmed validity (outer loading > 0.70) and reliability (CR > 0.70; AVE > 0.50; HTMT < 0.85) of all indicators. Inner model results demonstrated: (1) IKD implementation positively and significantly affects user satisfaction (β = 0.623; t = 8.214; p < 0.05); (2) user satisfaction positively and significantly affects public service quality (β = 0.541; t = 6.847; p < 0.05); (3) IKD implementation directly and significantly affects public service quality (β = 0.312; t = 3.924; p < 0.05); and (4) user satisfaction partially mediates the effect of IKD implementation on public service quality (indirect effect = 0.337; 95% CI: 0.218–0.461). The R² of public service quality (0.712) indicates strong explanatory power. These findings underscore the importance of enhancing user satisfaction as a key strategy in the digitalization of civil registration services.

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