UNJA CONFERENCE SYSTEMS, Sinergi Pendidikan Multidisipliner untuk Membangun SDM Unggul, Sehat, Mandiri, dan Berdaya Saing Global

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MODEL DIGITAL FLUENCY DAN KUALITAS LAYANAN TEKNOLOGI BERBASIS SERVICE QUALITY (SERVQUAL): PENGARUH LITERASI DIGITAL DAN KOMPLEKSITAS TUGAS TERHADAP TECHNO-STRESS DAN KINERJA ADAPTIF PEGAWAI SEKTOR PUBLIK
Aida Sari, Dwi Asri Siti Ambarwati, Nova Mardiana, Dina Safitri

Last modified: 2025-09-29

Abstract


Digital transformation in the public sector requires civil servants (ASN) to possess adaptive capabilities in facing increasingly complex tasks. Low levels of digital literacy may increase techno-stress, which in turn reduces adaptive performance. This study examines the effects of digital literacy, digital service quality, and task performance on the adaptive performance of ASN in Indonesia, with techno-stress and digital fluency as mediating variables.  The research employed a quantitative survey of 206 ASN respondents from various institutions and was analyzed using PROCESS Macro Model 4 (Hayes) with 5,000 bootstrap samples. The findings reveal that digital fluency consistently mediates the effects of digital literacy and digital service quality on adaptive performance, whereas techno-stress does not serve as a significant mediator. Task performance directly influences adaptive performance without mediation.  These results emphasize that mastering digital skills is a key factor in maximizing the benefits of technology, while merely reducing techno-stress is insufficient to enhance adaptive performance. The study produces a validated conceptual model that can serve as a foundation for policy formulation to strengthen ASN digital capacity, including competency standards, training strategies, and performance-based evaluation mechanisms.


Keywords


Digital literacy, digital service quality, task performance, digital fluency, techno-stress, adaptive performance

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