The effect of artificial intelligence adoption on human resource service delivery in private universities in Uganda. A case of Kampala International University.

The growing use of Artificial Intelligence (AI) is transforming Human Resource Management (HRM), including HR practices within higher education institutions. However, the adoption of AI in universities, particularly in developing countries, remains insufficiently examined. This study examines how AI is being used and the implications of its use in three major HRM areas: recruitment, employee performance evaluation, and workforce planning at a public university in Indonesia. The researchers employed an exploratory qualitative case-study design. Data were obtained from twelve purposively selected participants consisting of HR managers, academic leaders, IT personnel, and faculty representatives. Information was collected through semi-structured interviews, analysis of institutional documents, and non-participant observation. The researchers analyzed the data thematically. The findings demonstrate that AI provides important operational advantages. It can automate aspects of recruitment screening, improve the processing of HR information, support performance analysis, and contribute to data-informed workforce planning. At the same time, the use of AI creates concerns regarding algorithmic bias, limited transparency, and the possibility that human judgment may be weakened when HR decisions become overly dependent on quantitative information. The study therefore argues that effective AI implementation in academic HRM requires more than the availability of technology. Institutional preparedness, organizational culture, technological infrastructure, leadership support, appropriate training, and effective governance are all important. The study uses the Technology-Organization-Environment (TOE) framework, Technology Acceptance Model (TAM), and Diffusion of Innovation (DoI) theory to explain the factors influencing AI adoption. Overall, the study emphasizes the importance of maintaining human oversight while using AI to improve HRM processes in higher education.