The Impact of Digitalization on Public Service Quality in Indonesia: A Systematic Literature Review

Resa Vio  Vani; Ainun  Mardziyah

Authors

Resa Vio Vani Universitas Gadjah Mada, Bulaksumur, Sleman Regency, Special Region of Yogyakarta
Ainun Mardziyah Universitas Gadjah Mada, Bulaksumur, Sleman Regency, Special Region of Yogyakarta

Keywords:

Digitalization, Public Services, Service Quality, E-Government, Systematic Literature Review

Abstract

Digitalization has become a key driver of bureaucratic transformation in Indonesia, aiming to improve the quality of public services through greater efficiency, transparency, and responsiveness. The government has launched various e-government initiatives to enhance public service delivery, but the actual impact of these digital reforms on service quality remains mixed and debated. This study aims to systematically review the impact of digitalization on public service quality in Indonesia by synthesizing relevant scientific evidence. This research uses a Systematic Literature Review (SLR) method following the PRISMA guidelines, including the stages of identification, screening, eligibility, and synthesis. Data was collected exclusively from the Scopus database, focusing on peer-reviewed articles published between 2015 and 2025 containing the keywords "digital public services," "e-government," "service quality," and "Indonesia." The findings reveal that digitalization has a positive impact on key dimensions of service quality, particularly efficiency, transparency, and accessibility. However, persistent challenges such as low digital literacy among civil servants and citizens, limited system integration, and uneven infrastructure development continue to hamper the achievement of optimal results. Overall, this review highlights the research trend shifting from technical efficiency to more user-centric and value-based public service models. This study contributes to theoretical and policy discussions on strengthening Indonesia's digital transformation agenda to ensure inclusive and sustainable public service delivery.

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