E-Government Moderator in Reliability on Satisfaction and Its Implications Toward Citizen Loyalty in Government Public Service of Surabaya City

Abstract: The purpose of this study was to determine the effects of service quality on satisfaction and effect of e- Government as moderating. The results show Moderating Structural Equation Modeling (MSEM) approach that structural models involving E-Government as moderation is a model fit. Reliability, Responsiveness, Assurance, Empathy, and Tangibility has significant effect on community satisfaction with the public service in Surabaya City. E-Government has significant effect in moderating reliability and strengthening characteristic to community satisfaction with the public services in Surabaya City. Easy of service procedures, regardless who is served, clarity/ certainty personnel and officer mastering to his job, to make people satisfied. The number instructions of service location and complaint, the officer's ability to provide service, speed of service and easily contact /communication, inseparable from information technology utilization such as Internet, mobile phones and the like, which is part of the e-Gov