Bureaucratic Behavior of Police Officers in Public Service Delivery: A Study on Driving License Issuance at the Maros Police Resort

DOI

10.2991/978-2-38476-545-4_9How to use a DOI?

Keywords

bureaucratic behavior; public service; driving license (SIM); Maros Police Resort

Abstract

High-quality public service reflects the professionalism of government officials and serves as an indicator of successful governance. As the front line of state service, police officers play a strategic role in shaping public perceptions of the legitimacy of state institutions, particularly in the issuance of driving licenses (SIM). This study aims to analyze the behavior of police officers in the delivery of SIM services at the Maros Police Resort (Polres Maros) using Miftah Thoha’s theory of bureaucratic behavior. The theory emphasizes that bureaucratic behavior is influenced by individual factors, organizational factors, and the prevailing work culture within the institution. This research employs a qualitative method with a descriptive-exploratory approach. Data were collected through in-depth interviews, participatory observation, and documentation. The findings reveal that the behavior of police officers in providing SIM services is influenced by work motivation, perception, personal values, and institutional factors such as supervision systems, leadership, and organizational culture. These factors have a direct impact on service quality in terms of speed, fairness, and accountability. The results highlight the importance of strengthening an ethics-based work culture, enhancing personnel capacity, and maintaining consistent internal supervision to ensure transparent, fair, and accountable SIM services. This study is expected to contribute theoretically to the field of government studies and provide practical recommendations for the police in improving the quality of public services at the local level.

Copyright

© 2026 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  - A. Sukriadi
AU  - A. Lukman Irwan
PY  - 2026
DA  - 2026/03/13
TI  - Bureaucratic Behavior of Police Officers in Public Service Delivery: A Study on Driving License Issuance at the Maros Police Resort
BT  - Proceedings of the World Conference on Governance and Social Sciences 2025 (WCGSS 2025)
PB  - Atlantis Press
SP  - 113
EP  - 121
SN  - 2352-5398
UR  - https://doi.org/10.2991/978-2-38476-545-4_9
DO  - 10.2991/978-2-38476-545-4_9
ID  - Sukriadi2026
ER  -