Prevention and Handling of Maladministration in Population Administration Services:A Case Study at the Semarang City Civil Registration Office

Aqila Acyuta Endrosava; Ratih Damayanti

doi:10.15294/arls.v3i3.42344

Authors

Aqila Acyuta Endrosava Faculty of Law, Universitas Negeri Semarang, Semarang, Indonesia Author
Ratih Damayanti Faculty of Law, Universitas Negeri Semarang, Semarang, Indonesia Author

DOI:

https://doi.org/10.15294/arls.v3i3.42344

Keywords:

Maladministrasi, Pelayanan Kependudukan, Pelayanan Publik, Disdukcapil, Good Governance

Abstract

Population administration services constitute an essential part of public services as they are directly related to the fulfillment of citizens’ administrative rights and legal certainty. However, in practice, the provision of such services is often still confronted with maladministration issues. This study aims to analyze the forms of maladministration, their conformity with the principles of public service, as well as the efforts to prevent and address maladministration in population administration services at the Population and Civil Registration Office (Disdukcapil) of Semarang City. This research employs an empirical legal method (socio-legal approach) with a descriptive qualitative approach. Data were collected through in-depth interviews with Disdukcapil officials, operators of the Digital Population Identity (IKD) application, internship students, and service users, supported by observation and documentation studies. The results indicate that maladministration persists in the form of an inefficient queue system at certain times, the implementation of the IKD application that is not yet inclusive for vulnerable groups such as the elderly, and the placement of human resources lacking adequate competence in strategic service positions. These findings demonstrate that the principles of legal certainty, effectiveness, non-discrimination, professionalism, and accountability as stipulated in Law Number 25 of 2009 on Public Services have not been optimally implemented. This study concludes that improving the quality of population administration services requires not only digital innovation but also the strengthening of human resources, inclusive service delivery, and effective oversight mechanisms to prevent and address maladministration.

References

Afifuddin, and et al. “Improving Public Services: Exploring Hybrid Population Administration Service Innovations in Malang Regency.” Jurnal Manajemen Pelayanan Publik, 2023, 1–16.

Arlis. “Wawancara Dengan Operator Aplikasi IKD Disdukcapil Kota Semarang,” n.d.

Denhardt, Janet V, and Robert B Denhardt. The New Public Service. New York: Routledge, 2015.

Dwiyanto, Agus. Mewujudkan Good Governance Melalui Pelayanan Publik. Yogyakarta: Gadjah Mada University Press, 2006.

“Governance for Sustainable Human Development.” New York: United Nations Development Programme (UNDP), 1997.

Gussela, and Sulastri. “Transformasi Digital Dalam Fungsi Pengawasan Ombudsman: Implementasi E-Government Untuk Pelayanan Publik.” SIYASI: Jurnal Trias Politica, 2025, 1–14.

Hameed, Jamal A., Amer T. Saeed, and Mugdad H. Rajab. “Design and Analysis of Hydroelectric Generation Using Waterwheel.” In 2018 9th International Renewable Energy Congress, IREC 2018, 17788781:1–6. Hammamet, Tunisia: IEEE Xplore, 2018. https://doi.org/10.1109/IREC.2018.8362443.

Hardiyansyah. Kualitas Pelayanan Publik. Yogyakarta: Gava Media, 2021.

Latip, and et al. “Optimizing Digital Public Services for Enhanced Citizen Satisfaction and Transparent Governance.” Jurnal Ilmiah Manajemen Kesatuan, 2025, 1–15.

Magang], [Mahasiswa. “Wawancara Dengan Mahasiswa Magang Disdukcapil Kota Semarang (Bagian Konsultasi Dan Penyuluhan),” n.d.

Manaf, Abdul. Good Governance Dan Public Service. Jakarta: Direktorat Pendidikan dan Pelayanan Masyarakat, Komisi Pemberantasan Korupsi, 2016.

Maskur, Muhammad Azil, and Ratih Damayanti. “Reimagining Criminal Liability in the Age of Artificial Intelligence: Toward a Comparative and Reform-Oriented Legal Framework.” Journal of Law and Legal Reform 6, no. 4 (2025): 1805–38. https://doi.org/10.15294/jllr.v6i4.35540.

Melia, Arrie Budhiartie, and Eko Nuriyatman. “Analisis Dampak Digitalisasi Pelayanan Publik Dalam E-Government Terhadap Hak Masyarakat Di Tengah Ketimpangan Akses Internet.” Al-Zayn: Jurnal Ilmu Sosial & Hukum 3, no. 6 (2025): 8765–74. https://doi.org/10.61104/alz.v3i6.2587.

Miles, Matthew B, and A Michael Huberman. Qualitative Data Analysis: An Expanded Sourcebook. 2nd ed. Thousand Oaks: Sage Publications, 1994.

Osborne, Stephen P, Zoe Radnor, and Kirsty Strokosch. “Co-Production and the Co-Creation of Value in Public Services.” Public Management Review 23, no. 4 (2021): 597–617.

Parasuraman, A, Valarie A Zeithaml, and Leonard L Berry. “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality.” Journal of Retailing 64, no. 1 (1988): 12–40.

Perry, G, and R Angelescu Naqvi, eds. Improving Access and Quality of Public Services in Latin America: To Govern and To Serve. London: Palgrave Macmillan, 2017.

Ramadhan, Sukma Aditya, and Ulung Pribadi. “Building Citizen Satisfaction with E-Government Services: A Case Study of the Population Administration Information System (SIAK).” Jurnal Manajemen Pelayanan Publik 8, no. 3 (2024). https://doi.org/10.24198/jmpp.v8i3.55866.

Rifai, Salahuddin, and [Tambahkan nama penulis lain jika ada]. “Kepuasan Masyarakat Dalam Penyelenggaraan Pelayanan Administrasi Kependudukan Di Kabupaten Bima.” Jurnal Government Law and Policy 1, no. 2 (2022): 45–56.

Rifai, Salahuddin, and dkk. “Kepuasan Masyarakat Dalam Pelayanan Administrasi Kependudukan.” Jurnal Government Law and Policy 1, no. 2 (2022).

Salsabila, and et al. “Analisis Strategi Reformasi Administrasi Pelayanan Publik Melalui SIAK Di Dinas Kependudukan Dan Pencatatan Sipil.” Journal of Administration, Governance, and Political Issues, 2024, 1–14.

Setiawan, Abdul Yani, V Rudy Handoko, and Achluddin Ibnu Rochim. “Towards Inclusive Digital Public Services: Policy Directions for Digital Inclusion of the Elderly in Klaten Regency.” Journal of Scientific Research, Education, and Technology (JSRET) 4, no. 4 (2025): 2758–66. https://doi.org/10.58526/jsret.v4i4.924.

Shofwan. “Wawancara Dengan Kepala Seksi Pelayanan Administrasi Kependudukan Disdukcapil Kota Semarang,” n.d.

“Sidak Ombudsman: Soroti Penumpukan Antrean Pelayanan Adminduk Di Kecamatan Genuk.” Semarang: Ombudsman Republik Indonesia Perwakilan Jawa Tengah, 2023. https://ombudsman.go.id.

Soekanto, Soerjono. Pengantar Penelitian Hukum. Jakarta: UI Press, 1986.

Toding, and et al. “Pengaruh Implementasi Kebijakan Kependudukan Dan Kualitas Pelayanan Terhadap Kepuasan Masyarakat.” Publikauma, 2024, 1–15.

“Undang-Undang Dasar Negara Republik Indonesia Tahun 1945, Pasal 28D Ayat (1).” Republik Indonesia, 1945.

“Undang-Undang Nomor 25 Tahun 2009 Tentang Pelayanan Publik.” Republik Indonesia, 2009.

“Undang-Undang Nomor 37 Tahun 2008 Tentang Ombudsman Republik Indonesia, Pasal 1 Angka 3.” Republik Indonesia, 2008.

Vries, Syafana Hanifah de, and Ratih Damayanti. “Implikasi Dualitas Kedudukan BUMN Terhadap Kemandirian Korporasi Dan Fungsi Pelayanan Publik.” Kertha Semaya: Jurnal Ilmu Hukum 13, no. 10 (2025): 2226–40. https://doi.org/10.24843/KS.2025.v13.i10.p05.