Determinants of iGeneration Reporter Satisfaction in the State Officials’ Wealth Report System with Perceived Usefulness as a Mediating Variable

This study examines the determinants of iGeneration reporter satisfaction in the State Officials’ Wealth Report System, with perceived usefulness positioned as a mediating variable. The determinants analyzed include digital service quality with a Customer Relationship Management orientation, which is formed by system quality, information quality, and service quality. The study responds to the need to evaluate mandatory public digital reporting systems not only by technical availability but also by user-perceived quality, usefulness, and satisfaction. A quantitative explanatory design was employed using questionnaire data from 300 iGeneration respondents who had used the State Officials’ Wealth Report System, electronically implemented through e-LHKPN. Digital service quality was modeled as a reflective-formative higher-order construct formed by system quality, information quality, and service quality. Data were analyzed using Partial Least Squares Structural Equation Modeling with a disjoint two-stage approach. The results show that digital service quality has a positive and significant effect on perceived usefulness and reporter satisfaction. Perceived usefulness also positively affects reporter satisfaction and significantly mediates the relationship between digital service quality and reporter satisfaction in a complementary pattern. The findings indicate that improving e-LHKPN satisfaction requires the integration of reliable system performance, accurate information, responsive service support, and clear user-perceived benefits.