Pseudo-Satisfaction in the Digital Era: Unmasking Gratitude Bias and Intermediated Bureaucracy in Public Service Transformation

This study investigates the paradox of digital governance in West Bandung Regency, Indonesia, where a high Community Satisfaction Index (CSI) regarding a digital population administration application (SIDILAN) contradicts the low rate of independent digital adoption by citizens. Utilizing a Mixed-Methods Sequential Explanatory design with a focus on an Intrinsic Case Study in the qualitative phase, data were collected through semi-structured interviews, participant observation, and document triangulation. Participants were purposively selected, involving regency-level regulators, village officials, and end-users in areas with limited connectivity (blank spots). The data analysis reveals that the high CSI score is fundamentally a “pseudo-satisfaction” driven by the phenomenon of gratitude bias. Citizens essentially give high ratings as an appreciation for the personal assistance provided by village officials, rather than the reliability of the application system. The main findings highlight the role of village officials as “Digital Navigators” who sacrifice their personal time and resources (invisible labor) through benevolent discretion to patch the failures of digital infrastructure. This research contributes to expanding the Digital Era Governance literature by asserting that digital adoption in developing countries is not linear; instead, it breeds the concept of Intermediated E-Government. Practically and in terms of policy, this study urges the government to abandon artificial evaluation metrics and immediately adopt a Hybrid Proactive Governance Model by institutionalizing the role of digital navigators at the village level. Future research is recommended to quantitatively test the gratitude bias variable in a comparative context between urban and rural communities.

Digital Governance, Digital Navigator, E-Government, Gratitude Bias, Pseudo-Satisfaction

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