Does Bureaucracy Fail the People? Public Perception of Administrative Services in an Indonesia Local Government

Abstract

Bureaucracy is considered to have a negative character, namely poor performance and excessive power, and tends to oppress the individual. This study aims to determine whether the public has the same assessment of the bureaucracy as these criticisms. This study applied quantitative research methods by distributing questionnaires to 100 residents of Bandung City who were determined using the disproportionate stratified sampling method. Respondents were residents of Bandung City who had experience accessing administrative services provided by the Population and Civil Registration Service Agency of the City Government of Bandung. This study uses descriptive analysis by measuring the frequency distribution of central tendency (median) with the help of data processing applications of the Statistical Package for the Social Science (SPSS) series 26. The results of this study indicate that the bureaucracy at the Population and Civil Registration Office of Bandung City does have a negative character. As many as 94% of respondents agreed that the community considered that the bureaucracy had poor performance, then as many as 96% of community respondents considered that the bureaucracy used excessive power. And finally, as many as 94% of community respondents considered that the bureaucracy oppressed individuals.