Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction
The integration of AI in public services often poses a paradox: while it can streamline operations, it may simultaneously undermine service effectiveness, ultimately shaping how both citizens and employees perceive service quality. Seeking to address gaps in our understanding of service-related fact...
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| Format: | Article |
| Language: | English |
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Frontiers Media S.A.
2025-07-01
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| Series: | Frontiers in Political Science |
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| Online Access: | https://www.frontiersin.org/articles/10.3389/fpos.2025.1560180/full |
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| author | Novianita Rulandari Andri Dayarana K. Silalahi Do Thi Thanh Phuong Ixora Javanisa Eunike |
| author_facet | Novianita Rulandari Andri Dayarana K. Silalahi Do Thi Thanh Phuong Ixora Javanisa Eunike |
| author_sort | Novianita Rulandari |
| collection | DOAJ |
| description | The integration of AI in public services often poses a paradox: while it can streamline operations, it may simultaneously undermine service effectiveness, ultimately shaping how both citizens and employees perceive service quality. Seeking to address gaps in our understanding of service-related factors in AI-driven settings, this study employs fuzzy-set Qualitative Comparative Analysis (fsQCA) on survey data collected in Indonesia over an 8-month period from 457 citizens and 429 employees. The results reveal six configurations underpinning employee satisfaction and dissatisfaction, alongside four configurations driving citizen satisfaction and dissatisfaction. On the employee side, satisfaction thrives when service accessibility, operational effectiveness, and resource utilization are well-coordinated, whereas dissatisfaction emerges in the presence of fragmented workflows and the lack of key enablers. From the citizen perspective, satisfaction is fueled by trust-building elements such as service accuracy, transparency, and perceived service value, whereas their absence or misalignment leads to dissatisfaction. By unraveling these pathways, this study extends public administration and AI adoption literature, offering insights into how AI-enabled services can balance organizational objectives with user-centric needs. The findings highlight the importance of harnessing AI's efficiencies without sacrificing core service qualities, ultimately guiding strategies to optimize public service outcomes. |
| format | Article |
| id | doaj-art-587661f22d794d37977e8fa56d8a137b |
| institution | DOAJ |
| issn | 2673-3145 |
| language | English |
| publishDate | 2025-07-01 |
| publisher | Frontiers Media S.A. |
| record_format | Article |
| series | Frontiers in Political Science |
| spelling | doaj-art-587661f22d794d37977e8fa56d8a137b2025-08-20T03:09:23ZengFrontiers Media S.A.Frontiers in Political Science2673-31452025-07-01710.3389/fpos.2025.15601801560180Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfactionNovianita Rulandari0Andri Dayarana K. Silalahi1Do Thi Thanh Phuong2Ixora Javanisa Eunike3Master Program of Public Administration, Universitas Muhammadiyah Palangkaraya, Kalimantan Tengah, IndonesiaDepartment of Marketing and Logistics Management, College of Management, Chaoyang University of Technology, Taichung, TaiwanDepartment of Business Administration, College of Management, Chaoyang University of Technology, Taichung, TaiwanDepartment of Business Administration, College of Management, Chaoyang University of Technology, Taichung, TaiwanThe integration of AI in public services often poses a paradox: while it can streamline operations, it may simultaneously undermine service effectiveness, ultimately shaping how both citizens and employees perceive service quality. Seeking to address gaps in our understanding of service-related factors in AI-driven settings, this study employs fuzzy-set Qualitative Comparative Analysis (fsQCA) on survey data collected in Indonesia over an 8-month period from 457 citizens and 429 employees. The results reveal six configurations underpinning employee satisfaction and dissatisfaction, alongside four configurations driving citizen satisfaction and dissatisfaction. On the employee side, satisfaction thrives when service accessibility, operational effectiveness, and resource utilization are well-coordinated, whereas dissatisfaction emerges in the presence of fragmented workflows and the lack of key enablers. From the citizen perspective, satisfaction is fueled by trust-building elements such as service accuracy, transparency, and perceived service value, whereas their absence or misalignment leads to dissatisfaction. By unraveling these pathways, this study extends public administration and AI adoption literature, offering insights into how AI-enabled services can balance organizational objectives with user-centric needs. The findings highlight the importance of harnessing AI's efficiencies without sacrificing core service qualities, ultimately guiding strategies to optimize public service outcomes.https://www.frontiersin.org/articles/10.3389/fpos.2025.1560180/fullAI in public servicesefficiency vs. effectiveness paradoxservice qualitycitizen satisfactionemployee satisfactionconfigurational pathways |
| spellingShingle | Novianita Rulandari Andri Dayarana K. Silalahi Do Thi Thanh Phuong Ixora Javanisa Eunike Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction Frontiers in Political Science AI in public services efficiency vs. effectiveness paradox service quality citizen satisfaction employee satisfaction configurational pathways |
| title | Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction |
| title_full | Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction |
| title_fullStr | Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction |
| title_full_unstemmed | Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction |
| title_short | Decoding effectiveness and efficiency in AI-enabled public services: a configurational pathway to citizen and employee satisfaction |
| title_sort | decoding effectiveness and efficiency in ai enabled public services a configurational pathway to citizen and employee satisfaction |
| topic | AI in public services efficiency vs. effectiveness paradox service quality citizen satisfaction employee satisfaction configurational pathways |
| url | https://www.frontiersin.org/articles/10.3389/fpos.2025.1560180/full |
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