EXPLORING STAKEHOLDER PERCEPTION AS A MEDIATING FACTOR IN EVALUATING THE EFFECTIVENESS OF ELECTRONIC SERVICES FOR PUBLIC SERVICE PROVISION

Abstract

This study reveals stakeholders' perceptions regarding electronic services in two local government cities, evaluates their impacts, and identifies existing opportunities and challenges. As a result, respondents indicated they are satisfied with the quality, responsiveness, accessibility, information disclosure, stakeholder perceptions, and effectiveness of electronic services. However, when the perception as an intermediary is considered, this factor gives meaning to the effectiveness of e-services. These findings provide valuable insights by offering an in-depth understanding of the factors influencing decision-making processes, social interactions, and the dynamics underlying the relationships between various stakeholders in the context studied. Local governments as providers of public services cannot be satisfied with just evaluating from one internal perspective; the perceptions of external stakeholders, including citizens, business actors, and community organizations, must be a key element in measuring the success and effectiveness of the services provided. In countries where local cultural attitudes are still very strong, the community's cultural values play a significant role in shaping the interactions and relationships between citizens and the local government. These values ​​influence people's perceptions of government policies and services and determine their trust, participation, and support for government initiatives and programs launched.