Pemanfaatan Teknologi Informasi dan Literasi Digital terhadap Kualitas Pelayanan: Studi pada Kantor Kecamatan Kalinyamatan

Abstract

Pelayanan publik berbasis digital di tingkat kecamatan memerlukan keterpaduan antara ketersediaan teknologi, kemampuan aparatur mengoperasikan sistem, dan literasi digital masyarakat. Studi sebelumnya telah menunjukkan pengaruh teknologi informasi dan literasi digital terhadap kualitas pelayanan, tetapi bukti pada layanan kecamatan sebagai unit garis depan, terutama ketika capaian kinerja formal tidak sepenuhnya sejalan dengan pengalaman pengguna layanan, masih terbatas. Penelitian ini bertujuan menganalisis pengaruh pemanfaatan teknologi informasi dan literasi digital terhadap kualitas pelayanan publik di Kantor Kecamatan Kalinyamatan Kabupaten Jepara. Penelitian menggunakan pendekatan kuantitatif eksplanatori dengan rancangan survei potong lintang. Sampel berjumlah 115 masyarakat pengguna layanan yang dipilih melalui incidental sampling dengan kriteria pernah atau sedang menerima pelayanan di kantor kecamatan. Data dikumpulkan melalui kuesioner skala Likert lima poin yang diuji validitas dan reliabilitasnya, kemudian dianalisis menggunakan regresi linear berganda dengan IBM SPSS Statistics 27. Hasil menunjukkan bahwa pemanfaatan teknologi informasi berpengaruh positif dan signifikan terhadap kualitas pelayanan publik (B = 0,622; t = 7,717; p < 0,001). Literasi digital juga berpengaruh positif dan signifikan (B = 0,352; t = 7,222; p < 0,001). Secara simultan, kedua variabel berpengaruh signifikan terhadap kualitas pelayanan publik (F = 66,776; p < 0,001), dengan Adjusted R Square sebesar 0,536. Temuan ini menunjukkan bahwa peningkatan kualitas pelayanan tidak cukup bertumpu pada digitalisasi sistem, tetapi juga memerlukan stabilitas infrastruktur digital, kompetensi aparatur, penyederhanaan informasi layanan, dan edukasi literasi digital masyarakat.

Digital public services at the district level require the integration of technological availability, staff capacity to operate service systems, and citizens' digital literacy. Previous studies have demonstrated the role of information technology and digital literacy in improving service quality; however, empirical evidence remains limited for district offices as frontline administrative service units, particularly where formal performance achievements do not fully correspond to service users' experiences. This study aimed to analyze the effects of information technology utilization and digital literacy on public service quality at the Kalinyamatan District Office, Jepara Regency. An explanatory quantitative approach with a cross-sectional survey design was employed. The sample consisted of 115 service users selected through incidental sampling, with the inclusion criterion that respondents had received or were receiving services at the district office. Data were collected using a five-point Likert scale questionnaire that had been tested for validity and reliability, and were analyzed using multiple linear regression with IBM SPSS Statistics 27. The results show that information technology utilization has a positive and significant effect on public service quality (B = 0.622; t = 7.717; p < 0.001). Digital literacy also has a positive and significant effect (B = 0.352; t = 7.222; p < 0.001). Simultaneously, both variables significantly affect public service quality (F = 66.776; p < 0.001), with an Adjusted R Square of 0.536. These findings indicate that improving service quality depends not only on system digitalization but also on digital infrastructure reliability, staff competence, simplified service information, and citizen digital literacy education.