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 While Kendari's successful implementation has resulted in more efficient, user-friendly services, North Konawe's outdated procedures reveal challenges in technological adoption.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.

Keywords

  • Job Crafting
  • e-government
  • smart services
  • public service quality
  • local government

References

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