Proceedings of the9th International Conference on Business, Economics, Social Sciences & Humanities – Economics, Business and Management Track (ICOBEST-EBM 2026)

9th International Conference on Business, Economics, Social Sciences & Humanities – Economics, Business and Management Track (ICOBEST-EBM 2026)

📍Bandung, Indonesia🗓️ 4 June 2026
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Service Quality Enhancement in Public Sector A Sem-Pls and FSQCA Analysis of AI, Human Capital, and Digital Innovation

Authors
Junaidi Burdadi1, *, Netta Shofa1, S. Maroky1, Hamsani1, Christianingrum Christianingrum1
1University of Bangka Belitung, Bangka Belitung, Indonesia
*Corresponding author. Email: junaidi.burdadi@gmail.com
Corresponding Author
Junaidi Burdadi
Available Online 4 September 2026.
DOI
10.2991/978-94-6239-752-1_24How to use a DOI?
Keywords
Artificial Intelligence Capability; Human Capital; Digital Innovation; Service Quality; Resource-Based View; Configurational Approach; Public Sector
Abstract

The joint effects of Artificial Intelligence Capability (AIC), Human Capital (HC) and Digital Innovation (DI) on Service Quality (SQ) in public technical organizations are little understood. The purpose of the study is to explore the joint effect of AIC, HC and DI on SQ in public technical organizations. Drawing on the Resource-Based View (RBV), the study adopts a configurational perspective through the Resource-Based View (RBV) and employs a mixed-method approach of PLS-SEM and fsQCA. The results show that all three capabilities contribute to service quality, human capital being the most significant. These capabilities do not operate in isolation, but reinforce each other, especially if aligned. Multiple paths to excellent service performance are found. Overall, the results imply that value creation in digital public services relies on the integration of organizational capabilities rather than on isolated resources, thereby extending RBV from a configurational perspective.

Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

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Volume Title
Proceedings of the9th International Conference on Business, Economics, Social Sciences & Humanities – Economics, Business and Management Track (ICOBEST-EBM 2026)
Series
Advances in Economics, Business and Management Research
Publication Date
4 September 2026
ISBN
978-94-6239-752-1
ISSN
2352-5428
DOI
10.2991/978-94-6239-752-1_24How to use a DOI?
Copyright
© 2026 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Junaidi Burdadi
AU  - Netta Shofa
AU  - S. Maroky
AU  - Hamsani
AU  - Christianingrum Christianingrum
PY  - 2026
DA  - 2026/09/04
TI  - Service Quality Enhancement in Public Sector A Sem-Pls and FSQCA Analysis of AI, Human Capital, and Digital Innovation
BT  - Proceedings of the9th International Conference on Business, Economics, Social Sciences & Humanities – Economics, Business and Management Track (ICOBEST-EBM 2026)
PB  - Atlantis Press
SP  - 272
EP  - 283
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6239-752-1_24
DO  - 10.2991/978-94-6239-752-1_24
ID  - Burdadi2026
ER  -