Enhancing Public Service Performance through Digital Transformation and Innovation: An Empirical Study of the Makassar City Government
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Abstract
This study examined the effects of digital transformation and innovation on public service performance in the Makassar City Government. A quantitative research approach with an explanatory survey design was employed to analyze the relationships among the research variables. Data were collected from 100 government employees selected through purposive sampling based on their involvement in public service processes and digital-based government systems. The data were analyzed using statistical tests to evaluate the validity, reliability, coefficient of determination, and hypothesis testing. The results showed that digital transformation had a positive and significant effect on public service performance. Innovation also demonstrated a positive and significant effect on public service performance. Furthermore, digital transformation and innovation simultaneously contributed significantly to improving public service performance. These findings indicated that technological advancement and organizational innovation were important factors in strengthening the effectiveness, efficiency, and quality of local government services. The study contributed practical insights for developing digital governance strategies and innovation-based public service improvement.
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