Symbolic Interaction in Bureaucracy: Communication Strategy of Bandung City Community Towards Participation-Based Administrative Services

DOI

10.2991/978-2-38476-442-6_2How to use a DOI?

Keywords

Symbolic Interaction; Organizational Communication; E-KTP Services; Public Participation

Abstract

This study aims to analyze the dynamics of symbolic interaction in organizational communication strategies for Electronic Identity Card (E-KTP) services in Lingkar Selatan Village, Lengkong District, Bandung City. Specifically, this research explores how communication symbols and social interactions influence the population administrative service process. Using a sociological approach, this study emphasizes meaning construction and community participation in E-KTP services. Employing a descriptive qualitative method, the research delves into the complexity of organizational communication through the lens of symbolic interaction. Data collection was conducted through in-depth interviews, participatory observation, and documentary studies, involving village officials, community leaders, and residents involved in the E-KTP registration process. Research findings reveal that symbolic interaction plays a critical role in transforming administrative services. Communication symbols are not merely information transmission tools but serve as meaning constructions that shape public perception and participation. Effective organizational communication strategies have proven capable of creating shared understanding, reducing bureaucratic gaps, and improving public service quality. This study aims to analyze the dynamics of symbolic interaction in organizational communication strategies for Electronic Identity Card (E-KTP) services in Lingkar Selatan Village, Lengkong District, Bandung City. Specifically, it explores how communication symbols and social interactions influence the population administrative service process. Using a sociological approach, this study emphasizes meaning construction and community participation in E-KTP services. The findings contribute theoretically to understanding organizational communication dynamics based on symbolic interaction. Practically, this research provides recommendations for developing more participatory and responsive administrative service models, ultimately improving service effectiveness and community engagement needs.

Copyright

© 2025 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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TY  - CONF
AU  - Dewi Kurniasih
AU  - Gilbran Shera Desfirmansyah
PY  - 2025
DA  - 2025/07/04
TI  - Symbolic Interaction in Bureaucracy: Communication Strategy of Bandung City Community Towards Participation-Based Administrative Services
BT  - Proceedings of the 8th International Conference on Business, Economics, Social Sciences, and Humanities - Humanities and Social Sciences Track (ICOBEST-HSS 2025)
PB  - Atlantis Press
SP  - 4
EP  - 16
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-442-6_2
DO  - 10.2991/978-2-38476-442-6_2
ID  - Kurniasih2025
ER  -