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All Journal Pendas : Jurnah Ilmiah Pendidikan Dasar Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) JATI (Jurnal Mahasiswa Teknik Informatika) Jurnal Pendidikan Ilmu Pengetahuan Sosial (JPIPS) JOURNAL OF INFORMATION SYSTEM MANAGEMENT (JOISM) Jurnal Ilmiah Kajian Keimigrasian (JIKK) Jurnal Abdimas Imigrasi (JaIM) TEMATICS : TECHNOLOGY MANAGEMENT AND INFORMATICS RESEARCH JOURNALS Journal of Administration and International Development
Catur Susaningsih
Politeknik Imigrasi
Humanities Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Education Environmental Science Law, Crime, Criminology & Criminal Justice Social Sciences Other

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SYSTEMATIC LITERATURE REVIEW: ANALISIS KETIDAKMERATAAN IMPLEMENTASI CHATBOT PADA PELAYANAN PUBLIK KEIMIGRASIAN DI INDONESIA Alief Az Ziddane, Tyo; Susaningsih, Catur; Romdendine, Muhammad Fahrury
Pendas : Jurnal Ilmiah Pendidikan Dasar Vol. 11 No. 03 (2026): Volume 11 Nomor 03, September 2026 Published
Publisher : Program Studi Pendidikan Guru Sekolah Dasar FKIP Universitas Pasundan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23969/jp.v11i03.59744

Abstract

The digital transformation of e-government in immigration agencies in Indonesia has driven the adoption of chatbot technology to improve the efficiency and responsiveness of public services, but its implementation has not been evenly distributed across all Immigration Offices (Kanim). This study aims to systematically evaluate the landscape of chatbot implementation in Indonesian immigration public services, focusing on identifying the factors causing unequal technology adoption across regions. Using the Systematic Literature Review (SLR) method with PRISMA guidelines, this study analyzed 30 selected journal articles published between 2021 and 2026 from Google Scholar, Scopus, Garuda, and Semantic Scholar databases. The main focus of the analysis is to identify the most relevant theoretical model for understanding this digital service disparity. The findings show that while the Technology Acceptance Model (TAM) and Unified Theory of Acceptance and Use of Technology (UTAUT) dominate individual user behavior studies, the Technology-Organization-Environment (TOE) framework is the most comprehensive model for analyzing disparities at the organizational and regional levels. This inequality is triggered by three main factors: digital infrastructure disparities (especially in 3T regions), gaps in apparatus digital competence, and fragmentation of inter-agency data integration policies. The results of this study contribute to the development of more inclusive digital transformation strategies for the Directorate General of Immigration.
Co-Authors Alief Az Ziddane, Tyo Amir Ma’ruf Ardiansyah, Andika Ari Nursanto, Gunawan Assiroj, Priati Bagas Agung Laksono Bagas Suryananda Pratama Besse Hartati Daffa Fernaldy, Naufal Daniel Ricardo Hutagalung Daulay, Mhd Ilham Fansyuri Fadhil Atallah Dwiputro Flaventiano Alo Labertho Ohei Galuh Boy Hertantyo Gibran, Atsil Syah Gilang Arrauf Adhidarma, Mohammad I.A Prabadhi Maharani Piranti, Nurul Mastur, Anida Sri Rahayu Maulidia, Hanifa Mila Rosmaya Muhammad Fahrury Romdendine NADHIRA PUTERI ANDIKA Nursanto, Gunawan Ari Nurul Fathya, Vita Nurul Maharani Piranti Pascalis Danny Kristi Wibowo Prabadhi, Isidorus Anung Puspita, Rona Ramadhian Rizqullah, Najmi Rosmaya, Mila Sri Kuncoro Bawono Subkhi Mubarok Surbakti, Gideon Natanael Putra Suryana Setyawan Uwhaes Abdul Aziz Vita Nurul Fathya Wuridewanti, Lintang