The Behavior of Bureaucratic Apparatus in Public Service of Poso District Drinking Water Company
Samsinar Z. Monaga*, Syahir Natsir2, Nawawi Natsir1, Daswati1
1Department Program of Social Science, Faculty of Social Science and Politics, Universitas Tadulako, Palu, Indonesia
2Department of Management, Faculty of Economics and Business, Universitas Tadulako, Palu, Indonesia
Samsinar Z. Monaga*, Syahir Natsir2, Nawawi Natsir1, Daswati1
1Department Program of Social Science, Faculty of Social Science and Politics, Universitas Tadulako, Palu, Indonesia
2Department of Management, Faculty of Economics and Business, Universitas Tadulako, Palu, Indonesia
Abstract
Quality public services in developing countries such as Indonesia are difficult to find, especially in public sector organizations. Researchers see the problem caused by service providers, in this case, the bureaucracy that is not functioning properly. This study aims to determine and examine the behavior of the bureaucracy in public services in the poso district drinking water company, Central Sulawesi Province, Indonesia. This type of research is descriptive qualitative so that it uses informants. The research informants were determined purposively. The results showed that bureaucratic behavior consisting of individual characteristics already showed emotional and motivation in serving, as well as decision making following standard operating procedures. However, related to the individual characteristics, different perceptions can still be seen which cause problems in the service. Meanwhile, bureaucratic behavior from organizational characteristics shows that employee development has been carried out through education and training, in which the organization permits to attend education, but uses personal costs, while training has been carried out based on the main duties and functions of employees. Then the changes are made through collaboration with related institutions to improve the quality of service from the bureaucracy. Based on the overall results, the finding that becomes a novelty in research is its relation to public services, bureaucracy is merely providing services without thinking about customer satisfaction.
Keywords: Behavior; Bureaucracy; Bureaucratic Behavior; Public service.
Quality public services in developing countries such as Indonesia are difficult to find, especially in public sector organizations. Researchers see the problem caused by service providers, in this case, the bureaucracy that is not functioning properly. This study aims to determine and examine the behavior of the bureaucracy in public services in the poso district drinking water company, Central Sulawesi Province, Indonesia. This type of research is descriptive qualitative so that it uses informants. The research informants were determined purposively. The results showed that bureaucratic behavior consisting of individual characteristics already showed emotional and motivation in serving, as well as decision making following standard operating procedures. However, related to the individual characteristics, different perceptions can still be seen which cause problems in the service. Meanwhile, bureaucratic behavior from organizational characteristics shows that employee development has been carried out through education and training, in which the organization permits to attend education, but uses personal costs, while training has been carried out based on the main duties and functions of employees. Then the changes are made through collaboration with related institutions to improve the quality of service from the bureaucracy. Based on the overall results, the finding that becomes a novelty in research is its relation to public services, bureaucracy is merely providing services without thinking about customer satisfaction.
Keywords: Behavior; Bureaucracy; Bureaucratic Behavior; Public service.
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Int. J. Grad. Res. Rev.Vol-5, Issue-4: 249-254