Bureaucracy's Responsibility in Public Services (Study of the Regional Disaster Management Agency (BPBD) of Kupang Regency)

Yane Kristiana LALAN; William  DJANI; Maria Magadalena  LINO

doi:10.38142/ijesss.v6i3.1409

Authors

Yane Kristiana LALAN Nusa Cendana University, Indonesia
William DJANI Nusa Cendana University, Indonesia
Maria Magadalena LINO Nusa Cendana University, Indonesia

DOI:

https://doi.org/10.38142/ijesss.v6i3.1409

Keywords:

Bureaucratic Responsiveness, Public Services, Disaster Management, Kupang Regency

Abstract

This study aims to analyze the responsiveness of bureaucracy in public services at the Regional Disaster Management Agency (BPBD) of Kupang Regency, especially in responding to community needs during and after a disaster. The primary concern raised is the extent to which BPBD is able to provide services that meet community expectations in emergencies and identify the factors that support and inhibit this. This study employs a qualitative approach, utilizing a case study method. Data collection techniques are carried out through in-depth interviews, direct observation, and documentation studies. Informants were selected purposively, consisting of BPBD officials and residents affected by the disaster. The study focuses on three main aspects: response-ability (officer understanding and clarity of communication), speed of service (utilization of time and technology), and accuracy of service (suitability of services and procedures). The results of the study indicate that flooding is the most dominant and broad-impact event in the study area. Flat topographic factors, infrastructure damage, and inadequate drainage systems cause the vulnerability of this area. Field findings indicate that three main aspects influence the responsiveness of the Kupang Regency BPBD in handling flood disasters: the aspect of response-ability identified limitations in technical understanding among officers due to their low disaster education background and a minimal training budget.

Downloads

Download data is not yet available.

References

Ahmad Syarif, & Andi Alimuddin. (2022). Strategi komunikasi kebijakan penanggulangan bencana di Kota Makassar. [Repository Universitas Hasanuddin].

Badan Penanggulangan Bencana Daerah Kabupaten Kupang. (2024). Laporan Tahunan Penanganan Bencana Kabupaten Kupang.

Badan Penanggulangan Bencana Daerah Kabupaten Kupang. (2025). Rekapan Data Bencana per Jenis Tahun Anggaran 2023–2024.

Carl, R. (1961). On becoming a person: A therapist's view of psychotherapy. Boston: Houghton Mifflin.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

Dwiyanto, A. (2006). Mewujudkan Good Governance melalui Pelayanan Publik. Yogyakarta: Gadjah Mada University Press.

Gormley, W. T., Hoadley, J., & Williams, D. 1983. Responsive Public Administration: Potential, Actual, and Commitment. Journal of Public Administration, 45(4): 567–589.

Haddad, T., & Sakr, T. (2022). Interorganizational Relation in Disaster Response in Developing Context: Assessing Response to Beirut Explosion. Public Organization Review. https://doi.org/10.1007/s11115-022-00650-9

Henderson, A. C., & Charbonneau, É. (2016). An Examination of Emergency Services Research in Public Administration. Public Administration Quarterly.

Huda, Achmad. 2020. Analisis Pengaruh Infrastruktur dan Rute terhadap Kecepatan Respons Penanggulangan Bencana. Jurnal Manajemen Bencana, 5(2): 120–135.

Lipsky, Michael. 1980. Street-Level Bureaucracy: Dilemmas of the Individual in Public Services. New York: Russell Sage Foundation.

Nugraha, Budi et al. 2024. Efektivitas Waktu Tanggap: Studi pada BPBD Provinsi. Jurnal Kebencanaan Indonesia, 10(1): 45–62.

Masdrian, I., dkk. (2022). Analisis Efektivitas Pelatihan Kebencanaan di Kota Bandung. Jurnal Manajemen Bencana, Vol. 3(2), hlm. 45–60.

Minarni Tolapa. (2021). Strategi komunikasi BPBD Kota Gorontalo dalam penyebaran informasi bencana. [Repository Universitas Negeri Gorontalo].

Oktaviani, Sella Devia. 2017. Responsivitas Birokrasi BPBD Kabupaten Banyumas dalam Penanggulangan Longsor. Skripsi, Universitas Jenderal Soedirman.

Pareek, U., & Sole, N. A. (2022). Quality of Public Services in the Era of Guaranteed Public Service Delivery. Indian Journal of Public Administration. https://doi.org/10.1177/00195561211072575

Resnick, D. (2017). Democracy, decentralization, and district proliferation: The case of Ghana. Political Geography. https://doi.org/10.1016/J.POLGEO.2017.02.011

Rismawati, S. (2015). Pengaruh kualitas pelayanan publik terhadap kepuasan masyarakat dalam pelayanan KTP di Kecamatan Mamajang Kota Makassar [Skripsi, Universitas Muhammadiyah Makassar]. Repositori Universitas Muhammadiyah Makassar.

Rogers, E. M. (2003). Diffusion of innovations (5th ed.). Free Press.

Shannon, C. E., & Weaver, W. (1949). The mathematical theory of communication. Urbana: University of Illinois Press.

Saraswati, S. A., Toruan, L. N. L., Suteja, Y., Karmen, D., & Wijaya, P. E. P. (2021). Rob Potential in the Coastal City of Kupang, East Nusa Tenggara (NTT). https://doi.org/10.20473/JAFH.V10I3.23463

Simon, H. A. (1957). Administrative Behavior: A Study of Decision-Making Processes in Administrative Organization. Free Press.

Situmorang, Q. F. (2024). Responsivitas BPBD dalam Penanggulangan Bencana di Kabupaten Langkat. Jurnal Administrasi Publik, 9(1), 45–56.

Takeda, M. B., & Helms, M. M. (2006). Bureaucracy, meet catastrophe: Analysis of the tsunami disaster relief efforts and their implications for global emergency governance. International Journal of Public Sector Management. https://doi.org/10.1108/09513550610650446

Utami, D. N. (2019). Kajian Dampak Perubahan Iklim Terhadap Degradasi Tanah. https://doi.org/10.29122/ALAMI.V3I2.3744

Undang-Undang Nomor 24 Tahun 2007 tentang Penanggulangan Bencana

Weber, M. (1922). Economy and Society: An Outline of Interpretive Sociology. University of California Press

Yertas, M. (2020). Peran partisipasi masyarakat dan teknologi informasi dalam percepatan respons bencana: Studi kasus BPBD Papua Barat. YUME: Journal of Management, 4(2), 112–130.

Zeithaml, V. A., Parasuraman, A., & Berry, L. L. (2006). Delivering quality service: Balancing customer perceptions and expectations. New York: The Free Press. (dalam Agus Dwiyanto, 2006)

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2010). Services marketing: Integrating customer focus across the firm (6th ed.). McGraw-Hill.