PENGARUH LAYANAN DIGITAL DAN REPUTASI TERHADAP KEPUASAN PENGGUNA APLIKASI SIAGA DAN SIMANTAPS DI KANTOR KEJAKSAAN NEGERI BANYUWANGI

A paradigm shift in public services has occurred rapidly due to the advent of digital technologies, which has led to the creation of more efficient, transparent and user-oriented systems. The study aims to examine how the quality of e-services, reputation, trust in e-services and electronic word of mouth affect user satisfaction with technology-enabled public services. A quantitative approach using multiple linear regression analysis is used to confirm the validity of the model. This method includes validity, reliability and classical assumptions testing. The results show that all four independent variables have a positive effect on user satisfaction both in general and individually. The quality of service, which encompasses factors such as ease of access, speed, system availability, and data security, has been demonstrated to enhance satisfaction. On the other hand, positive feedback and trust in the integrity and competence of the institution strengthen the relationship with users. Electronic word of mouth is crucial to create positive perceptions and attract consumers to services. The results show that to increase user satisfaction and loyalty in digital government services, the integration of these four elements is a key strategy.