1. LITERATURE REVIEW: THE ROLE OF WORK ENGAGEMENTAND EMPLOYEE AGILITY ON THE QUALITYOF IMMIGRATION SERVICES

Abstrak

This study aims to analyze the relationship between employee agility and work
engagement, as well as their implications for the quality of immigration services, using a
literature review approach. Technological advancements, digital transformation, and rising
public expectations regarding public services require organizations—including immigration
agenciesto possess a workforce that is both adaptive and highly engaged. Employee agility
and work engagement are identified as key factors in enhancing service quality. The research
employs a literature review method, examining five scholarly articles published between 2024
and 2025 that were selected based on their relevance to the research topic. Data were
analyzed descriptively through the identification, categorization, and synthesis of findings from
previous studies. The review indicates that work engagement contributes positively to
enhancing employee agility, while employee agility is influenced by various factors such as
organizational support, leadership, digital competence, and human resource management
practices. The synthesis further reveals that employees with high work engagement and strong
adaptability have the potential to deliver services that are more effective, responsive, and
oriented toward public needs. The study concludes that employee agility and work engagement
are crucial factors in improving the quality of immigration services. This research contributes a
scholarly synthesis of the relationship between these two variables, serving as a conceptual
foundation for future empirical research and as a reference for formulating human resource
management strategies within immigration agencies.