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All Journal International Journal Administration, Business & Organization JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Ari Safrizal Wildan
STIA Cimahi
Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Social Sciences

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TANTANGAN DAN PELUANG IMPLEMENTASI AI DALAM LAYANAN PUBLIK (STUDI KUALITATIF DI KOTA BANDUNG) Ari Safrizal Wildan; Ai Nunung; Mira Veranita; Dyah Bayu Framesthi
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 4 No 1 (2025): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v4i1.153

Abstract

Digital transformation in the government sector encourages the adoption of Artificial Intelligence (AI) technology to improve the efficiency, transparency, and accessibility of public services. Bandung City as one of the pioneers of the Smart City concept has integrated AI in various aspects of public services, such as population administration, taxation, licensing, and public complaints. However, the implementation of AI still faces various challenges, including limited infrastructure, readiness of human resources (HR), immature regulations, and low levels of public trust in the security and effectiveness of AI-based systems. This study uses a case study method with a qualitative approach to explore the effectiveness of AI implementation in Bandung City. The results show that although AI has the potential to improve bureaucratic efficiency and service quality, the level of public acceptance is still low due to the lack of digital literacy and concerns about data security. Therefore, a strategy is needed to increase digital literacy, strengthen data protection regulations, and improve technological infrastructure so that AI can be adopted more widely and effectively in public services.
STRATEGI ADAPTASI ORGANISASI DALAM MERESPONS DISRUPSI TEKNOLOGI DAN DAMPAKNYA TERHADAP KINERJA ADAPTIF PEMERINTAH DAERAH Ade Sudrajat; Ari Safrizal Wildan; Mira Veranita
JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA) Vol 4 No 2 (2025): JURNAL EKONOMI BISNIS DAN MANAJEMEN (EKO-BISMA)
Publisher : PUBLISHER ABISATYA DINAMIKA ISWARA PUBLISHING

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58268/eb.v4i2.254

Abstract

Digital technological disruption requires public sector organizations to develop adaptive strategies to sustain performance. This study examines the effect of technological disruption on organizational adaptation strategies and their impact on adaptive performance in public sector organizations in Bandung City, Indonesia, with adaptation strategy as a mediating variable. A mixed methods sequential explanatory design was employed. Quantitative data were collected from a survey of 150 civil servants across public agencies and analyzed using PLS-SEM. Qualitative data were obtained through in-depth interviews with 12–15 key informants to contextualize the quantitative results. The findings show that technological disruption drives organizational adaptation strategies, which subsequently enhance adaptive performance, indicating partial mediation. Qualitative evidence highlights the importance of adaptive leadership, organizational flexibility, digital competencies, and a learning-oriented culture. This study contributes theoretically by integrating contingency theory and dynamic capabilities in a local government context and methodologically by demonstrating the value of a mixed methods approach combining PLS-SEM and qualitative inquiry to explain public sector organizational adaptation mechanisms. This study advances public sector digital transformation literature by empirically demonstrating how organizational adaptation operates as a mediating mechanism rather than a direct outcome of technological disruption.
The Quality of Digital Public Services in Population Administration in Rural Areas of Indonesia: A Literature Review Using the ServQual Approach Erna Puji Hartanti; Ari Safrizal Wildan
International Journal Administration, Business & Organization Vol 7 No 2 (2026): IJABO
Publisher : Asosiasi Ahli Administrasi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61242/ijabo.26.821

Abstract

Indonesia's public service digital transformation has been reinforced by Presidential Regulation No. 95 of 2018 on Electronic-Based Government Systems (SPBE), yet its implementation in rural areas continues to face infrastructure, institutional, and digital-literacy constraints. This article conceptually examines the quality of digitally based public services in population administration in remote rural areas, using Cisewu Sub-district, Garut Regency, as an illustrative context. The study employs a library research method with a qualitative-descriptive approach and critical content analysis of 23 sources of academic literature, regulations, and policy documents, selected through structured inclusion-exclusion criteria. The analytical framework integrates SERVQUAL theory (tangibles, reliability, responsiveness, assurance, empathy) with digitalization and digital governance theory. The findings indicate that the success of digital population administration services in rural areas is determined by a layered interaction between infrastructure readiness, institutional capacity, and community digital literacy, with the tangibles dimension functioning as a structural precondition. This study formulates the concept of a social compensation mechanism and recommends a hybrid public service model that combines digital services with direct assistance from civil servants as an adaptive strategy for rural regions. The article contributes an integrative SERVQUAL-digital governance conceptual framework that is contextually grounded in the geographic and social conditions of rural Indonesia.
Co-Authors Ade Sudrajat Ai Nunung Dyah Bayu Framesthi Erna Puji Hartanti Veranita, Mira