<![CDATA[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.]]>
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