Anita Asnawi   

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia   

Fedianty Augustinah     

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Andry Herawati 

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

Sarwani      

Faculty of Administrative Sciences, Dr. Soetomo University, Surabaya, East Java, Indonesia 

DOI: 

ABSTRACT 

Amid the rapid advancement of digital transformation and artificial intelligence (AI) in public service sectors, this study investigates how Web Quality (WebQual) influences Sustainable Public Service Delivery (SPSD) through the mediating roles of Perceived Use of AI Features (PU) and Customer Satisfaction (US). Using a quantitative research design, data were collected from users of the KAI Access application—Indonesia’s national railway service platform—representing a public organization undergoing digital innovation. Data analysis with SmartPLS 3.0 confirmed that WebQual significantly affects both PU and US, while satisfaction strongly predicts SPSD. However, the direct effects of WebQual and PU on SPSD were insignificant, emphasizing the essential mediating role of satisfaction in transforming technological quality into sustainable outcomes. The results also reveal that PU and US jointly mediate the relationship between WebQual and SPSD, reinforcing the interconnected roles of AI usability and user experience in sustaining digital public services. Theoretically, the study enriches the Technology Acceptance Model and Service Quality Theory by integrating AI perception as a functional bridge between system quality and sustainable performance. Practically, the findings suggest that continuous improvement of AI functionalities, website reliability, and user experience can strengthen citizen satisfaction and trust—key enablers of sustainable digital governance. This study contributes to the growing discourse on AI-driven sustainability in public service innovation, offering empirical insights from a developing country context                          

Keywords: web quality, AI perception, user satisfaction, sustainable public service delivery, Access KAI