Ketika Hasil yang Akurat Saja Tidak Cukup: Beban Administratif, Keadilan Prosedural, dan Kepuasan Warga dalam Layanan Perizinan Kepolisian

Abstract

This study explains why accurate administrative output quality does not necessarily result in citizen satisfaction with driver's license (SIM) services. A qualitative case study at the Gorontalo City Police (Polresta) employed interviews with eight informants, observations, and document analysis to examine five service aspects: alignment with expectations, output quality, reliability, consistency, and trust. Findings indicate that driver's licenses are generally perceived as accurate, legal, and beneficial, while transparency regarding costs, facilities, and oversight has improved. However, queues, procedural complexity, inconsistent communication among officers, repetitive procedures, a lack of explanation regarding decisions, and perceptions concerning middlemen (brokers) continue to limit satisfaction. The study identifies a gap in the conversion of output into satisfaction: the benefits of the output are mediated by learning, compliance, and psychological costs, as well as by perceptions of consistency, neutrality, respect, and the quality of explanations. These results demonstrate that output quality is a necessary but insufficient condition. Satisfaction increases when institutions reduce administrative burdens and implement processes that are fair, understandable, consistent, and predictable for citizens across varying daily service conditions and fluctuating levels of demand.