Responsive, timely, and friendly service quality plays a central role in shaping trust between the government and citizens. With the improvement of service quality, the public feels valued and heard, reinforcing the mutual trust relationship between the government and citizens. In this regard, technology-enabled service processes can streamline time and cost, while automation reduces the risk of human errors. Through web platforms or applications, the government can provide easier access for citizens to various services without the need to physically visit government offices. Good and quality public services are not only aimed at meeting the practical needs of the public but also play a role in shaping the mutual trust relationship between the government and citizens. Therefore, the concept of e-service quality, which encompasses the quality of services provided through electronic platforms, becomes crucial. The objective of this research is to explore the extent to which e-service quality can influence the level of public satisfaction. The research method employs a quantitative approach using primary data sources, where random sampling is applied as the sampling technique. The research respondents are citizens using digital public service platforms organized by the local government of Jakarta. The sample size used in this study is 262. The variables tested in this research involve e-service quality, public trust, and public satisfaction. In analyzing the data, this research utilizes SmartPLS 4 software. The analysis results show that e-service quality has a significant influence on the formation of public trust. Furthermore, findings indicate that e-service quality also significantly affects public satisfaction. However, the analysis results do not support the idea that public trust mediates the relationship between e-service quality and public satisfaction. This signifies that while public trust directly contributes to public satisfaction with public services, other unmeasured factors also play a role in shaping public perceptions and satisfaction.

This research investigates the interplay between public administration, educational socialization on social media, population literacy awareness, and public satisfaction in the context of population services. The primary objective is understanding how these variables are interconnected and their collective impact on public satisfaction. The study employs a quantitative approach, collecting data through structured questionnaires from a randomly selected sample. Data analysis involves various statistical techniques using Smart PLS, including regression and mediation analysis. The findings reveal that public administration significantly influences population literacy awareness, underscoring the role of government agencies in shaping citizen understanding of demographic policies. While it was anticipated that population literacy awareness would mediate the relationship between public administration and educational socialization on social media for public satisfaction, this mediating effect needed to be supported. However, social media use was found to influence population literacy awareness, indirectly affecting public satisfaction directly. It highlights the potential of digital platforms to enhance citizen understanding and engagement. The implications are substantial. Governments should recognize the importance of effective communication and digital engagement in fostering an informed and satisfied citizenry. Additionally, tailored communication and education initiatives are crucial for promoting public understanding and engagement, ultimately contributing to higher levels of public satisfaction. The research's novelty lies in its exploration of the complex dynamics among these variables and its focus on the role of digital platforms in enhancing population literacy awareness. However, some limitations include the potential for context-specific findings and the need for further research in diverse settings.