Digital transformation in enhancing public service quality in the era of modern governance

  • Sigit Wahyudi 
    Universitas Waskita Dharma
    Indonesia
  • Sulafah Fathin Khannanah
    Universitas Waskita Dharma
    Indonesia
  • Muhammad Danial Machbubi
    Universitas Waskita Dharma
    Indonesia
  • Suljatmiko Suljatmiko
    Universitas Waskita Dharma
    Indonesia

Abstract

Digital transformation has become a strategic approach to improving public service quality in the era of modern governance. This study aims to examine the role of digital transformation in enhancing public service quality through a qualitative library research approach. Data were collected from books, peer-reviewed journals, government reports, and other relevant scientific publications discussing digital transformation, public service quality, and modern governance. The collected data were analyzed using content analysis to identify key themes, relationships, and patterns across previous studies. The findings reveal that digital transformation significantly improves public service quality by increasing efficiency, transparency, accountability, accessibility, responsiveness, and citizen satisfaction. However, its successful implementation depends on several supporting factors, including digital infrastructure, institutional readiness, leadership commitment, human resource capabilities, regulatory support, cybersecurity, and interagency collaboration. The study concludes that digital transformation is not merely a technological innovation but a comprehensive governance strategy that enables governments to deliver more effective, inclusive, and citizen-centered public services while strengthening institutional performance in the digital era.

Keywords
  • Digital transformation,
  • Public service quality,
  • Modern governance
Lisensing Information
Creative Commons License

This work is licensed under a Creative Commons Attribution 4.0 International License.

How to Cite
Wahyudi, S., Khannanah, S. F., Machbubi, M. D., & Suljatmiko, S. (2026). Digital transformation in enhancing public service quality in the era of modern governance . Lentera Negeri, 7(1), 2011–2022. https://doi.org/10.29210/993260
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