Linking Governance and Public Service Delivery: The Perceived Legitimacy of the Office of Population and Civil Registration in Indonesia

Devi Yulianti; Peerasit  Kamnuansilpa; Xenia Ribaya Emperador-Garnace

Devi Yulianti Khon Kaen University https://orcid.org/0000-0003-0885-4687
Peerasit Kamnuansilpa College of Local Administration, Khon Kaen University, Thailand
Xenia Ribaya Emperador-Garnace

Keywords: governance, public service, legitimacy, in-migration, office of population and civil registration

Abstract

The study investigates the perceived legitimacy of the Office of Population and Civil Registration (OPCR) in Bandar Lampung, Indonesia, focusing on in-migrants’ experiences with public service delivery. The research aims to identify key factors that shape these perceptions and explore how legitimacy influences trust, cooperation, and administrative efficiency within the OPCR. Drawing on McLoughlin’s framework of micro-legitimacy, the study examines the relational and normative dimensions of legitimacy, especially in the context of migration-related services. The findings reveal that in-migrants perceive the OPCR as moderately legitimate, with areas for improvement in communication, transparency, and inclusivity. The study identifies several critical components that affect legitimacy, including service characteristics, impartiality, responsiveness, and accountability. However, the research also highlights a gap between the OPCR’s operational efficiency and the clarity of its communication, which negatively impacts service perceptions. The study finds that in-migrants feel inadequately informed about services and procedures, leading to lower levels of trust and satisfaction. From a policy perspective, the study recommends that the OPCR enhance its communication strategies by providing clearer, more consistent information and integrating feedback mechanisms to foster greater accountability. It also suggests that OPCR adopt transparency and inclusivity as core principles in its service delivery framework, ensuring that all in-migrants have equal access to information and services. In conclusion, this research contributes to the broader discourse on public service legitimacy, particularly in the context of migration. It addresses gaps in existing literature in highlighting the importance of communication and relational dynamics in shaping perceptions of government legitimacy. The study’s findings offer valuable policy insights for improving service delivery and trust in public institutions, with potential applications for other regions and public service sectors.