Linking Governance and Public Service Delivery

This study examines the perceived legitimacy of the Office of Population and Civil Registration (OPCR) in Bandar Lampung, Indonesia, with a focus on in-migrants’ experiences. Using McLoughlin’s micro-legitimacy framework, the research explores the relational and normative dimensions of legitimacy in public service delivery, specifically for migration-related services. The findings show that in-migrants view the OPCR’s legitimacy as moderate, with notable gaps in communication, transparency, and inclusivity. Key factors influencing legitimacy include service characteristics, impartiality, responsiveness, and accountability, while communication clarity and trust remain significant concerns. The study recommends enhancing communication strategies, providing clearer information, and introducing feedback mechanisms to improve service quality and accountability. It also emphasizes the need for the OPCR to prioritize transparency and inclusivity in its services. The research contributes to the understanding of public service legitimacy, offering valuable insights for policy improvements and broader applications in migration and public administration studies.