Research Trends and Policy Implications of Citizens’ Perceptions of Digital Public Services in Indonesia: A Bibliometric Analysis
https://doi.org/10.56225/jmsc.v4i3.549
Keywords:
Citizens’ perceptions, Digital public services, e-Government, Bibliometric analysis, Public policyAbstract
The increasing reliance on digital technologies in public administration has intensified the need to understand citizens’ perceptions of digital public services as a determinant of successful digital governance. This study aims to analyze global research trends on citizens’ perceptions of digital public services and to derive policy-relevant insights, with particular attention to the Indonesian context. A quantitative bibliometric approach was employed using 423 documents retrieved from the Scopus database covering the period 2015–2024. Data were analyzed using VOSviewer to map publication trends, country contributions, citation patterns, and thematic structures through keyword co-occurrence analysis. The findings reveal a consistent growth in scholarly output, with dominant contributions from the United States, the United Kingdom, and Indonesia. Thematic analysis identifies trust, transparency, service quality, risk perception, and perceived usefulness as central constructs shaping citizens’ attitudes and adoption behavior. Trust emerges as the most influential factor, while perceived risks, particularly related to the Data Privacy Act, act as significant barriers. Additionally, perceived usefulness and service quality are found to positively influence user satisfaction and engagement. These results indicate that technological capability alone is insufficient without citizen-centered design and strong governance mechanisms. The study concludes that effective digital public service implementation requires integrated policy approaches that prioritize trust-building, risk mitigation, and tangible benefits. This research contributes to the literature by providing a systematic overview of the field and offering practical guidance for policymakers seeking to develop inclusive, responsive, and sustainable digital governance systems.
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