Journal of Harmonized Research in Management

DIFFERENTIAL BEHAVIOR IN PUBLIC SERVICES: A CASE STUDY IN DRIVING LICENSE SERVICE

Abstract

Author(s): Hasniati

The quality of public services is determined by the behavior between frontline buraucrats or street-level bureaucrats (SLB) and the behavior of citizens (CTz). This article aims to describe: (1) the forms of behavior that emerge in the interaction between SLB with Ctz, and (2) who are dominat actors in the interaction between SLB with CTz in the driving license service. By using a qualitative approach, namely observation and in-depth interviews, it was found eighth forms of behavior from the interaction between negotiation styles of SLB with negotiation styles CTz. The behavior of the result of the interaction is then given the name differential behavior. Generally, the forms of differential behavior resulted in maladministration in the public services.