Analisis Peran Media Sosial dalam Membangun Kepercayaan Publik Layanan E-Government Pendidikan
Abstract
The development of E-Government in the education sector requires public services that are credible and capable of strengthening public trust. However, in the implementation of online student admission in South Sumatra, issues remain regarding transparency, responsiveness, and clarity of information. This study aims to examine the factors influencing public trust in the Provincial Education Office’s admission service through its social media platforms. A quantitative approach was applied using a survey analyzed with PLS-SEM, involving six variables: transparency, accountability, information quality, system quality and responsiveness, security and privacy, and managerial competence. The results indicate that only accountability and information quality have a positive and significant impact on public trust. These findings highlight that institutional responsibility and reliable information are essential in fostering trust in digital education services.
Keywords: Public trust; Government social media; Accountability; Information quality; Education services
Abstrak
Perkembangan pelayanan pendidikan berbasis E-Government menuntut pemerintah daerah menyediakan layanan yang kredibel dan mampu membangun kepercayaan publik. Namun, dalam pelaksanaan PPDB di Provinsi Sumatera Selatan masih muncul keluhan terkait transparansi, responsivitas, dan kejelasan informasi. Penelitian ini bertujuan menganalisis faktor-faktor yang memengaruhi kepercayaan publik terhadap layanan PPDB melalui media sosial Dinas Pendidikan sebagai kanal komunikasi digital pemerintah. Metode yang digunakan adalah pendekatan kuantitatif melalui survei, dengan analisis menggunakan PLS-SEM pada enam variabel: transparansi, akuntabilitas, kualitas informasi, kualitas sistem dan responsivitas, keamanan dan privasi, serta kompetensi pengelola. Hasil penelitian menunjukkan bahwa hanya akuntabilitas dan kualitas informasi yang berpengaruh positif dan signifikan terhadap kepercayaan publik. Temuan ini menegaskan pentingnya tanggung jawab lembaga dan kualitas konten informasi dalam membangun kepercayaan pada layanan pendidikan digital.
Keywords
References
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