An Assessment of Digital Literacy Barriers in Using SSS e-GIV Services and Their Impact on User Satisfaction

This study assessed the digital literacy barriers encountered by users of the Social Security System (SSS) e-GIV platform and examined their impact on overall user satisfaction. Using a quantitative descriptive–correlational design, the study evaluated four dimensions of digital literacy—technical skills, access to technology, digital knowledge, and cognitive barriers—and their relationship with satisfaction indicators such as ease of use, service efficiency, support and assistance, and overall experience. Findings revealed that respondents generally agreed they possessed adequate digital literacy, with access to technology receiving the highest mean score and cognitive barriers the lowest. User satisfaction was also favorable, particularly in terms of overall experience. Regression results showed a significant effect of digital literacy barriers on user satisfaction, with an adjusted R² of .469, indicating that nearly half of the variation in satisfaction is explained by users’ digital literacy levels. These results suggest that while users are equipped to navigate the platform, cognitive challenges and instructional complexity still hinder optimal system use. Strengthening user guidance, simplifying interface design, and enhancing digital support services may further improve satisfaction and promote sustained adoption of e-government platforms.