PENGARUH DIGITALISASI LAYANAN DAN AKUNTABILITAS TERHADAP KEPUASAN PELAYANAN PUBLIK PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KABUPATEN BULELENG

Abstract

Abstract This study examines the effects of service digitalization and accountability on public service satisfaction at the Investment and One-Stop Integrated Service Office (DPMPTSP) of Buleleng Regency. The study was motivated by the increasing demand for fast, accessible, transparent, and accountable licensing services in the context of bureaucratic reform. A quantitative explanatory design was employed. Referring to the detailed research method, the study involved 128 service users recorded during October-December 2025, all of whom were included through saturated sampling. Data were collected using a closed-ended questionnaire with a five-point Likert scale and were analyzed through descriptive statistics, instrument testing, classical assumption tests, Pearson correlation, multiple linear regression, t-test, F-test, coefficient of determination, and standardized beta analysis. The results show that service digitalization has a positive and significant effect on public service satisfaction (B = 0.438; t = 6.185; p < 0.001). Accountability also has a positive and significant effect (B = 0.462; t = 6.701; p < 0.001). Simultaneously, both variables significantly affect public service satisfaction (F = 117.291; p < 0.001). The model has R² = 0.618 and Adjusted R² = 0.612. Accountability is the dominant predictor (β = 0.456), exceeding service digitalization (β = 0.421). These findings indicate that digital innovation produces stronger public satisfaction when supported by clear procedures, transparent information, responsibility, and consistent service standards. Abstrak Penelitian ini menganalisis pengaruh digitalisasi layanan dan akuntabilitas terhadap kepuasan pelayanan publik pada Dinas Penanaman Modal dan Pelayanan Terpadu Satu Pintu (DPMPTSP) Kabupaten Buleleng. Penelitian dilatarbelakangi tuntutan pelayanan perizinan yang semakin cepat, mudah diakses, transparan, dan dapat dipertanggungjawabkan dalam kerangka reformasi birokrasi. Penelitian menggunakan pendekatan kuantitatif dengan jenis explanatory research. Mengacu pada bagian metode penelitian yang rinci, sebanyak 128 pengguna layanan pada periode Oktober-Desember 2025 dijadikan sampel dengan teknik sampel jenuh. Data dikumpulkan melalui kuesioner tertutup skala Likert 1-5 dan dianalisis menggunakan statistik deskriptif, uji kualitas instrumen, uji asumsi klasik, korelasi Pearson, regresi linier berganda, uji t, uji F, koefisien determinasi, serta koefisien beta. Hasil penelitian menunjukkan bahwa digitalisasi layanan berpengaruh positif dan signifikan terhadap kepuasan pelayanan publik (B = 0,438; t = 6,185; p < 0,001). Akuntabilitas juga berpengaruh positif dan signifikan (B = 0,462; t = 6,701; p < 0,001). Secara simultan, kedua variabel berpengaruh signifikan terhadap kepuasan pelayanan publik (F = 117,291; p < 0,001). Model menghasilkan R² sebesar 0,618 dan Adjusted R² sebesar 0,612. Akuntabilitas merupakan variabel paling dominan (β = 0,456), lebih tinggi daripada digitalisasi layanan (β = 0,421). Temuan ini menegaskan bahwa inovasi digital akan lebih efektif meningkatkan kepuasan apabila disertai kejelasan prosedur, transparansi informasi, tanggung jawab aparatur, dan konsistensi standar pelayanan.