Digital transformation and public service effectiveness: The role of public trust mediation in Garut Hebat Super Apps

Lia Juliasih () and Chika Milano ()
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Lia Juliasih: Public Administration Study Program, Faculty of Social and Political Sciences, University of Garut
Chika Milano: Public Administration Study Program, Faculty of Social and Political Sciences, University of Garut

Priviet Social Sciences Journal, 2026, vol. 6, issue 8, 326-341

Abstract: This study examines the effects of digital transformation on public service effectiveness and public trust, and tests the mediating role of public trust in Garut Hebat Super Apps. A quantitative explanatory survey with a cross-sectional design involved 100 users selected through purposive sampling method. Data were collected using a five-point Likert scale questionnaire and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. Digital transformation has significantly affected public service effectiveness and trust. Public trust significantly affects service effectiveness and mediates the relationship between digital transformation and public service effectiveness. The model explained 72.8% of the variance in the public service effectiveness. The findings indicate that digital government innovation becomes more effective when technological improvement is accompanied by institutional credibility, data security, responsiveness, and reliable service experiences.

Keywords: digital transformation; public service effectiveness; public trust; Garut Hebat Super Apps (search for similar items in EconPapers)
Date: 2026
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DOI: 10.55942/pssj.v6i8.2139

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