Enhancing the Quality of Smart Services in E-Government through Job Crafting: A Comparative Study of Two Types of Services in Two Local Governments of Southeast Sulawesi, Indonesia
Abstract
This study examines the role of Job Crafting in enhancing the quality of smart services in e-government, focusing on two local governments in Southeast Sulawesi, Indonesia: Kendari City and North Konawe Regency. A qualitative research approach is used, employing a comparative case study design to explore the different practices of Job Crafting in these two regions. Data is collected through semi-structured interviews with public service officers and service recipients, providing insights into the implementation of Job Crafting and its impact on service quality. Triangulation will be conducted by cross-checking information from public service officers and service recipients, while member checking and peer debriefing will ensure data accuracy, trustworthiness, and unbiased interpretations through verification with interviewees and expert discussions. The comparative study of Kendari City and North Konawe Regency highlights the role of Job Crafting in improving smart services in e-government. While Kendari's successful implementation has resulted in more efficient, user-friendly services, North Konawe's outdated procedures reveal challenges in technological adoption. The study emphasizes that combining Job Crafting with technology, employee motivation, and collaboration can enhance service quality in local governments. This research contributes to the literature on Job Crafting and e-government by offering practical insights and recommendations for local governments to implement effective strategies to improve smart services and public service delivery.
References
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Althunibat, A., Binsawad, M., Almaiah, M. A., Almom1. Abubakr, M., & Kaya, T. (2021). A Comparison of E-Government Systems Between Developed and Developing Countries. International Journal of Electronic Government Research, 17(1), 1–14. https://doi.org/10.4018/IJEGR.2021010101
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https://doi.org/10.4018/ijissc.2016100102
3. Al-Nidawi, W. J. A., Jaafar Al-Wassiti, S. K., Maan, M. A., & Othman, M. (2018). A Review in E-Government Service Quality Measurement. Indonesian Journal of Electrical Engineering and Computer Science, 10(3), 1257.
https://doi.org/10.11591/ijeecs.v10.i3.pp1257-1265
4. Aleisa, N. (2024). Key factors influencing the e-government adoption: a systematic literature review. Journal of Innovative Digital Transformation, 1(1), 14–31. https://doi.org/10.1108/jidt-09-2023-0016
5. Althunibat, A., Binsawad, M., Almaiah, M. A., Almomani, O., Alsaaidah, A., Al-Rahmi, W., & Seliaman, M. E. (2021). Sustainable Applications of Smart-Government Services: A Model to Understand Smart-Government Adoption. Sustainability, 13(6), 3028.
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16. Janošková, P., Bajza, F., Repková-Štofková, K., Štofková, Z., & Loučanová, E. (2024). Business Models of Public Smart Services for Sustainable Development. Sustainability, 16(17), 7420.
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19. Kuipers, B. S., Higgs, M. J., Kickert, W. J. M., Tummers, L. G., Grandia, J., & Van der Voet, J. (2014). The management of change in public organisations: A literature review. Public Administration, 92(1), 1–20. https://doi.org/10.1111/padm.12040
20. Liu, H., & Jiarui, F. (2021). Research Overview of Job Crafting Based on Knowledge Graph. E3S Web of Conferences, 253, 03019.
https://doi.org/10.1051/e3sconf/202125303019
21. Luu, T. T. (2021). Activating job crafting in public services: the roles of discretionary human resource practices and employee use of normative public values. Public Management Review, 23(8), 1184–1216. https://doi.org/10.1080/14719037.2020.1730942
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31. Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science, 8(2), 765–772. https://doi.org/10.5267/j.ijdns.2024.1.002
32. Tims, M., Derks, D., & Bakker, A. B. (2016). Job crafting and its relationships with person-job fit and meaningfulness: A three-wave study. Journal of Vocational Behavior,92,44–53. https://doi.org/10.1016/j.jvb.2015.11.007
33. Tims, M., Twemlow, M., & Fong, C. Y. M. (2022). A state-of-the-art overview of job-crafting research: current trends and future research directions. Career Development International, 27(1), 54–78. https://doi.org/10.1108/CDI-08-2021-0216
34. Velsberg, O., Westergren, U. H., & Jonsson, K. (2020). Exploring smartness in public sector innovation - creating smart public services with the Internet of Things. European Journal of Information Systems, 29(4),350–368. https://doi.org/10.1080/0960085X.2020.1761272
35. Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52(July 2019), 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
36. Wrzesniewski, A., & Dutton, J. E. (2001). Crafting a Job: Revisioning Employees as Active Crafters of Their Work. The Academy of Management Review, 26(2), 179–201. https://doi.org/10.2307/259118
37. Yepes-Baldó, M., Romeo, M., Westerberg, K., & Nordin, M. (2018). Job Crafting, Employee Well-being, and Quality of Care. Western Journal of Nursing Research, 40(1),52–66. https://doi.org/10.1177/0193945916680614
ani, O., Alsaaidah, A., Al-Rahmi, W., & Seliaman, M. E. (2021). Sustainable Applications of Smart-Government Services: A Model to Understand Smart-Government Adoption. Sustainability, 13(6), 3028. https://doi.org/10.3390/su13063028
Audenaert, M., George, B., Bauwens, R., Decuypere, A., Descamps, A.-M., Muylaert, J., Ma, R., & Decramer, A. (2020). Empowering Leadership, Social Support, and Job Crafting in Public Organizations: A Multilevel Study. Public Personnel Management, 49(3), 367–392. https://doi.org/10.1177/0091026019873681
Bakker, A. B., Hetland, J., Olsen, O. K., Espevik, R., & De Vries, J. D. (2020). Job crafting and playful work design: Links with performance during busy and quiet days. Journal of Vocational Behavior, 122(July), 103478. https://doi.org/10.1016/j.jvb.2020.103478
Berg, J. M., Dutton, J., & Wrzesniewski, A. (2008). What is job crafting and why does it matter? In Ann Arbor, MI: School of Business, University of Michigan Ross (Issue September 2014, pp. 1–8). http://csinvesting.org/wp-content/uploads/2013/01/Job_Crafting-Theory_to_Practice-Aug_08.pdf
Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-Service Quality: A Meta-Analytic Review. Journal of Retailing, 91(4), 679–700. https://doi.org/10.1016/j.jretai.2015.05.004
Carsten, S., Monika, J., Jörg, N., & Benedikt, R. (2018). Smart Services. Procedia - Social and Behavioral Sciences, 238, 192–198. https://doi.org/10.1016/j.sbspro.2018.03.023
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Denhardt, J. V., & Denhardt, R. B. (2015). The New Public Service Revisited. Public Administration Review, 75(5), 664–672. https://doi.org/10.1111/puar.12347
Devotto, R. P., & Wechsler, S. M. (2019). Job Crafting Interventions: Systematic Review. Temas Em Psicologia, 27(2), 371–383. https://doi.org/10.9788/TP2019.2-06
Fan, J., & Yang, W. (2015). Study on e-government services quality: The integration of online and offline services. Journal of Industrial Engineering and Management, 8(3), 693–718. https://doi.org/10.3926/jiem.1405
Godlewska, M., & Mackiewicz, M. (2023). Local context of local government participation in the innovation networks: Evidence from Poland. International Journal of Management and Economics, 59(3), 243–263. https://doi.org/10.2478/ijme-2023-0007
Gordon, H. J., Demerouti, E., Le Blanc, P. M., Bakker, A. B., Bipp, T., & Verhagen, M. A. M. T. (2018). Individual job redesign: Job crafting interventions in healthcare. Journal of Vocational Behavior, 104, 98–114. https://doi.org/10.1016/j.jvb.2017.07.002
Janošková, P., Bajza, F., Repková-Štofková, K., Štofková, Z., & Loučanová, E. (2024). Business Models of Public Smart Services for Sustainable Development. Sustainability, 16(17), 7420. https://doi.org/10.3390/su16177420
Karniawati, N. (2021). Inhibiting Factors for E-Government Implementation in Local Government. Journal of Governance, 6(1), 73–84. https://doi.org/10.31506/jog.v6i1.10768
Kaur, B., Kaur, J., Pandey, S. K., & Joshi, S. (2023). E-service Quality: Development and Validation of the Scale. Global Business Review, 24(5), 953–971. https://doi.org/10.1177/0972150920920452
Kuipers, B. S., Higgs, M. J., Kickert, W. J. M., Tummers, L. G., Grandia, J., & Van der Voet, J. (2014). The management of change in public organisations: A literature review. Public Administration, 92(1), 1–20. https://doi.org/10.1111/padm.12040
Liu, H., & Jiarui, F. (2021). Research Overview of Job Crafting Based on Knowledge Graph. E3S Web of Conferences, 253, 03019. https://doi.org/10.1051/e3sconf/202125303019
Luu, T. T. (2021). Activating job crafting in public services: the roles of discretionary human resource practices and employee use of normative public values. Public Management Review, 23(8), 1184–1216. https://doi.org/10.1080/14719037.2020.1730942
Moreira, A., Encarnação, T., Viseu, J., & Sousa, M. J. (2022). Job Crafting and Job Performance: The Mediating Effect of Engagement. Sustainability, 14(22), 14909. https://doi.org/10.3390/su142214909
Nissinen, T. S., Maksniemi, E. I., Rothmann, S., & Lonka, K. M. (2022). Balancing Work Life: Job Crafting, Work Engagement, and Workaholism in the Finnish Public Sector. Frontiers in Psychology, 13(817008), 1–12. https://doi.org/10.3389/fpsyg.2022.817008
OECD. (2005). E-Government for Better Government. OECD Publishing.
Ongaro, E., Gong, T., & Jing, Y. (2021). Public administration, context and innovation: A framework of analysis. Public Administration and Development, 41(1), 4–11. https://doi.org/10.1002/pad.1902
Petrou, P., Demerouti, E., & Schaufeli, W. B. (2018). Crafting the Change: The Role of Employee Job Crafting Behaviors for Successful Organizational Change. Journal of Management, 44(5), 1766–1792. https://doi.org/10.1177/0149206315624961
Pollitt, C., & Bouckaert, G. (2017). Public Management Reform: A Comparative Analysis—Into the Age of Austerity. (4th ed.). Oxford University Press.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690
Ryu, S., Kim, H., & Hong, S. (2022). Public Service Innovation Using Smart Governance. Journal of Public Policy and Administration, 7(1), 1–20. https://doi.org/10.47604/jppa.1447
Siddiqi, M. A. (2015). Work Engagement and Job Crafting of Service Employees Influencing Customer Outcomes. Vikalpa: The Journal for Decision Makers, 40(3), 277–292. https://doi.org/10.1177/0256090915598584
Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science, 8(2), 765–772. https://doi.org/10.5267/j.ijdns.2024.1.002
Tims, M., Derks, D., & Bakker, A. B. (2016). Job crafting and its relationships with person-job fit and meaningfulness: A three-wave study. Journal of Vocational Behavior, 92, 44–53. https://doi.org/10.1016/j.jvb.2015.11.007
Tims, M., Twemlow, M., & Fong, C. Y. M. (2022). A state-of-the-art overview of job-crafting research: current trends and future research directions. Career Development International, 27(1), 54–78. https://doi.org/10.1108/CDI-08-2021-0216
Velsberg, O., Westergren, U. H., & Jonsson, K. (2020). Exploring smartness in public sector innovation - creating smart public services with the Internet of Things. European Journal of Information Systems, 29(4), 350–368. https://doi.org/10.1080/0960085X.2020.1761272
Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52(July 2019), 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
Wrzesniewski, A., & Dutton, J. E. (2001). Crafting a Job: Revisioning Employees as Active Crafters of Their Work. The Academy of Management Review, 26(2), 179–201. https://doi.org/10.2307/259118
Yepes-Baldó, M., Romeo, M., Westerberg, K., & Nordin, M. (2018). Job Crafting, Employee Well-being, and Quality of Care. Western Journal of Nursing Research, 40(1), 52–66. https://doi.org/10.1177/0193945916680614
Al-Jenaibi, B. (2016). Upgrading Society with Smart Government. International Journal of Information Systems and Social Change, 7(4), 20–51. https://doi.org/10.4018/ijissc.2016100102
Al-Nidawi, W. J. A., Jaafar Al-Wassiti, S. K., Maan, M. A., & Othman, M. (2018). A Review in E-Government Service Quality Measurement. Indonesian Journal of Electrical Engineering and Computer Science, 10(3), 1257. https://doi.org/10.11591/ijeecs.v10.i3.pp1257-1265
Aleisa, N. (2024). Key factors influencing the e-government adoption: a systematic literature review. Journal of Innovative Digital Transformation, 1(1), 14–31. https://doi.org/10.1108/jidt-09-2023-0016
Althunibat, A., Binsawad, M., Almaiah, M. A., Almom1. Abubakr, M., & Kaya, T. (2021). A Comparison of E-Government Systems Between Developed and Developing Countries. International Journal of Electronic Government Research, 17(1), 1–14. https://doi.org/10.4018/IJEGR.2021010101
2. Al-Jenaibi, B. (2016). Upgrading Society with Smart Government. International Journal of Information Systems and Social Change, 7(4), 20–51.
https://doi.org/10.4018/ijissc.2016100102
3. Al-Nidawi, W. J. A., Jaafar Al-Wassiti, S. K., Maan, M. A., & Othman, M. (2018). A Review in E-Government Service Quality Measurement. Indonesian Journal of Electrical Engineering and Computer Science, 10(3), 1257.
https://doi.org/10.11591/ijeecs.v10.i3.pp1257-1265
4. Aleisa, N. (2024). Key factors influencing the e-government adoption: a systematic literature review. Journal of Innovative Digital Transformation, 1(1), 14–31. https://doi.org/10.1108/jidt-09-2023-0016
5. Althunibat, A., Binsawad, M., Almaiah, M. A., Almomani, O., Alsaaidah, A., Al-Rahmi, W., & Seliaman, M. E. (2021). Sustainable Applications of Smart-Government Services: A Model to Understand Smart-Government Adoption. Sustainability, 13(6), 3028.
https://doi.org/10.3390/su13063028
6. Audenaert, M., George, B., Bauwens, R., Decuypere, A., Descamps, A.-M., Muylaert, J., Ma, R., & Decramer, A. (2020). Empowering Leadership, Social Support, and Job Crafting in Public Organizations: A Multilevel Study. Public Personnel Management, 49(3), 367–392. https://doi.org/10.1177/0091026019873681
7. Bakker, A. B., Hetland, J., Olsen, O. K., Espevik, R., & De Vries, J. D. (2020). Job crafting and playful work design: Links with performance during busy and quiet days. Journal of Vocational Behavior, 122(July),103478. https://doi.org/10.1016/j.jvb.2020.103478
8. Berg, J. M., Dutton, J., & Wrzesniewski, A. (2008). What is job crafting and why does it matter? In Ann Arbor, MI: School of Business, University of Michigan Ross (Issue September 2014, pp. 1–8). http://csinvesting.org/wp-content/uploads/2013/01/Job_Crafting-Theory_to_Practice-Aug_08.pdf
9. Blut, M., Chowdhry, N., Mittal, V., & Brock, C. (2015). E-Service Quality: A Meta-Analytic Review. Journal of Retailing, 91(4), 679–700. https://doi.org/10.1016/j.jretai.2015.05.004
10. Carsten, S., Monika, J., Jörg, N., & Benedikt, R. (2018). Smart Services. Procedia - Social and Behavioral Sciences, 238,192–198. https://doi.org/10.1016/j.sbspro.2018.03.023
11. Denhardt, J. V., & Denhardt, R. B. (2015). The New Public Service Revisited. Public Administration Review, 75(5), 664–672. https://doi.org/10.1111/puar.12347
12. Devotto, R. P., & Wechsler, S. M. (2019). Job Crafting Interventions: Systematic Review. Temas Em Psicologia, 27(2), 371–383. https://doi.org/10.9788/TP2019.2-06
13. Fan, J., & Yang, W. (2015). Study on e-government services quality: The integration of online and offline services. Journal of Industrial Engineering and Management, 8(3), 693–718.
https://doi.org/10.3926/jiem.1405
14. Godlewska, M., & Mackiewicz, M. (2023). Local context of local government participation in the innovation networks: Evidence from Poland. International Journal of Management and Economics, 59(3),243–263. https://doi.org/10.2478/ijme-2023-0007
15. Gordon, H. J., Demerouti, E., Le Blanc, P. M., Bakker, A. B., Bipp, T., & Verhagen, M. A. M. T. (2018). Individual job redesign: Job crafting interventions in healthcare. Journal of Vocational Behavior, 104,98–114. https://doi.org/10.1016/j.jvb.2017.07.002
16. Janošková, P., Bajza, F., Repková-Štofková, K., Štofková, Z., & Loučanová, E. (2024). Business Models of Public Smart Services for Sustainable Development. Sustainability, 16(17), 7420.
https://doi.org/10.3390/su16177420
17. Karniawati, N. (2021). Inhibiting Factors for E-Government Implementation in Local Government. Journal of Governance, 6(1), 73–84. https://doi.org/10.31506/jog.v6i1.10768
18. Kaur, B., Kaur, J., Pandey, S. K., & Joshi, S. (2023). E-service Quality: Development and Validation of the Scale. Global Business Review, 24(5), 953–971.
https://doi.org/10.1177/0972150920920452
19. Kuipers, B. S., Higgs, M. J., Kickert, W. J. M., Tummers, L. G., Grandia, J., & Van der Voet, J. (2014). The management of change in public organisations: A literature review. Public Administration, 92(1), 1–20. https://doi.org/10.1111/padm.12040
20. Liu, H., & Jiarui, F. (2021). Research Overview of Job Crafting Based on Knowledge Graph. E3S Web of Conferences, 253, 03019.
https://doi.org/10.1051/e3sconf/202125303019
21. Luu, T. T. (2021). Activating job crafting in public services: the roles of discretionary human resource practices and employee use of normative public values. Public Management Review, 23(8), 1184–1216. https://doi.org/10.1080/14719037.2020.1730942
22. Moreira, A., Encarnação, T., Viseu, J., & Sousa, M. J. (2022). Job Crafting and Job Performance: The Mediating Effect of Engagement. Sustainability, 14(22), 14909. https://doi.org/10.3390/su142214909
23. Nissinen, T. S., Maksniemi, E. I., Rothmann, S., & Lonka, K. M. (2022). Balancing Work Life: Job Crafting, Work Engagement, and Workaholism in the Finnish Public Sector. Frontiers in Psychology, 13(817008), 1–12.
https://doi.org/10.3389/fpsyg.2022.817008
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Siddiqi, M. A. (2015). Work Engagement and Job Crafting of Service Employees Influencing Customer Outcomes. Vikalpa: The Journal for Decision Makers, 40(3), 277–292. https://doi.org/10.1177/0256090915598584
Taufiqurokhman, T., Satispi, E., Andriansyah, A., Murod, M., & Sulastri, E. (2024). The impact of e-service quality on public trust and public satisfaction in e-government public services. International Journal of Data and Network Science, 8(2), 765–772. https://doi.org/10.5267/j.ijdns.2024.1.002
Tims, M., Derks, D., & Bakker, A. B. (2016). Job crafting and its relationships with person-job fit and meaningfulness: A three-wave study. Journal of Vocational Behavior, 92, 44–53. https://doi.org/10.1016/j.jvb.2015.11.007
Tims, M., Twemlow, M., & Fong, C. Y. M. (2022). A state-of-the-art overview of job-crafting research: current trends and future research directions. Career Development International, 27(1), 54–78. https://doi.org/10.1108/CDI-08-2021-0216
Velsberg, O., Westergren, U. H., & Jonsson, K. (2020). Exploring smartness in public sector innovation - creating smart public services with the Internet of Things. European Journal of Information Systems, 29(4), 350–368. https://doi.org/10.1080/0960085X.2020.1761272
Wang, C., & Teo, T. S. H. (2020). Online service quality and perceived value in mobile government success: An empirical study of mobile police in China. International Journal of Information Management, 52(July 2019), 102076. https://doi.org/10.1016/j.ijinfomgt.2020.102076
Wrzesniewski, A., & Dutton, J. E. (2001). Crafting a Job: Revisioning Employees as Active Crafters of Their Work. The Academy of Management Review, 26(2), 179–201. https://doi.org/10.2307/259118
Yepes-Baldó, M., Romeo, M., Westerberg, K., & Nordin, M. (2018). Job Crafting, Employee Well-being, and Quality of Care. Western Journal of Nursing Research, 40(1), 52–66. https://doi.org/10.1177/0193945916680614
Authors
Dr. Syamsul Alam
Dr. La Ode Mustafa R.
[1]
“Enhancing the Quality of Smart Services in E-Government through Job Crafting: A Comparative Study of Two Types of Services in Two Local Governments of Southeast Sulawesi, Indonesia”, Soc. sci. humanities j., vol. 9, no. 01, pp. 6359–6371, Jan. 2025, doi: 10.18535/sshj.v9i01.1561.
This work is licensed under a Creative Commons Attribution 4.0 International License.