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September 10, 2025KnE Social SciencesOpen Access

Embodiment of Smart Governance in Order to Improve the Quality of Services in Padang Panjang

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Authors

DDDewi DahlanIPIndah Adi PutriHKHendri Koeswara

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Overview

Qualitative analysis reveals customer satisfaction and service quality indicators enhance smart governance.

Key Points

  • Improvement in public service quality is linked to customer satisfaction and smart governance.
  • Qualitative interviews and observations highlight the importance of service quality indicators.
  • Five key dimensions of service quality—tangibles, reliability, responsiveness, assurance, and empathy—emerge from analysis.
  • Findings suggest that enhancing these service quality indicators supports effective smart governance.

Cite This Study

Dahlan et al. (2025) studied this question.

synapsesocial.com/papers/68c23abeb210217d64781b0dhttps://doi.org/10.18502/kss.v10i18.19469
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