Implementation of an Artificial Intelligence-Based Chatbot for Immigration Services and Smart Government at the Directorate General of Immigration, Ministry of Immigration and Corrections, Indonesia
Year: 2026
Type: article
Abstract: Digital modernization of public services is an important component of Smart Government implementation in Indonesia. The Immigration Service Chatbot at the Directorate General of Immigration supports service efficiency, effectiveness, and public satisfaction in accordance with the Electronic-Based Government System (SPBE) principles stipulated in Presidential Regulation Number 95 of 2018. However, its implementation still faces challenges related to public trust and perceived risks associated with artificial intelligence technology. This study analyzes the implementation of the Artificial Intelligence-based Immigration Service Chatbot using the Bélanger and Carter model as an analytical framework. A qualitative case study approach was employed. Data were collected through in-depth interviews with 7 key informants and 3 supporting informants, complemented by documentation. Data were analyzed using thematic analysis based on four constructs: Trust in Government, Trust in Technology, Perceived Risk, and Behavioral Intention/Use. The findings show that Trust in Government and Trust in Technology strengthen chatbot acceptance and intention to use, while Perceived Risk inhibits adoption. The chatbot contributes to service efficiency, information delivery, and public satisfaction. Key challenges include concerns about personal data protection and AI response accuracy. Strengthening data security, chatbot accuracy, and public dissemination is essential to optimize public acceptance.
Institution: Universitas Prof Dr Moestopo
Language: English
Field: Social Sciences
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W7208819484