Reconceptualizing Public Service Quality from an Agile Governance Perspective: A Systematic Literature Review

Abner Herry Bajari; Dorthea Renyaan; Yudith NA Karetji; Andrias J. Wambrauw; Yesaya S. S. Wamaer

doi:10.59890/ijaamr.v4i5.256

Authors

Abner Herry Bajari Cenderawasih University Jayapura, Papua, Indonesia
Dorthea Renyaan Cenderawasih University Jayapura, Papua, Indonesia
Yudith NA Karetji Cenderawasih University Jayapura, Papua, Indonesia
Andrias J. Wambrauw Cenderawasih University Jayapura, Papua, Indonesia
Yesaya S. S. Wamaer Cenderawasih University Jayapura, Papua, Indonesia

DOI:

https://doi.org/10.59890/ijaamr.v4i5.256

Keywords:

Agile Governance, Quality of Public Services, Reconceptualization, Systematic Literature Review, Bureaucratic Reform, Digital Transformation

Abstract

Digital transformation, the increasing complexity of public issues, and changing public expectations require public sector organizations to deliver services that are not only high-quality but also adaptive, innovative, and responsive to change. This study aims to reconceptualize public service quality through an Agile Governance perspective using a Systematic Literature Review (SLR) approach. The study follows the PRISMA 2020 guidelines by identifying, selecting, evaluating, and synthesizing scientific articles obtained from various reputable databases, including Scopus, Web of Science, ScienceDirect, SpringerLink, Emerald Insight, Taylor & Francis, Wiley Online Library, and Google Scholar. Data analysis was conducted using thematic synthesis to identify theoretical developments, research gaps, and build a conceptual synthesis. The results show that the paradigm of public service quality has shifted from an orientation of administrative compliance to the creation of adaptive public value. Literature synthesis reveals that Agile Governance provides a more relevant conceptual framework through the principles of good enough governance, human-focused, business-driven, based on quick wins, systematic and adaptive approach, and simple design and continuous refinement. Based on the synthesis results, this study reconceptualizes the quality of public services into five main dimensions, namely organizational adaptability, continuous innovation, multi-stakeholder collaboration, organizational learning, and public value creation. The contribution of this study lies in the development of a new conceptual model that integrates the theory of public service quality with the Theory of Agile Governance, thereby broadening the perspective of public administration from a procedural orientation to a more agile, innovative, and sustainable service governance as a foundation for bureaucratic reform in the era of digital transformation

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