Mewujudkan Layanan Publik yang Adil dan Inklusif: Kendala Bahasa dan Etika Kewarganegaraan Birokrasi
Keywords:
Kendala Bahasa, Pelayanan Publik, Komunikasi Interaksional, Komunikasi Publik, Analisis Literatur
Abstract
The challenge of language barriers in Indonesian public service interactions is discussed in this article regarding technical communication failure and critical issue of bureaucratic ethics and the violation of civil rights. The study asserts that problems such as rigid bureaucratic language, inaccessible channels, and unaddressed public feedback constitute a systemic failure of the public service apparatus to uphold principles of inclusive public service and non-discrimination. Employing a Systematic Literature Review (SLR) methodology, which involved screening publications from the Scopus and Sinta databases (2020–2025), the research protocol was designed to be systematic and reproducible. The synthesis of findings reveals that these operational shortcomings are not merely technical failings but are instead a clear manifestation of a deficiency in the Civic Virtue of civil servants, who bear the ethical responsibility to bridge multicultural differences rather than perpetuate exclusionary practices. The study concludes by underscoring the urgent necessity for bureaucratic paradigm reform, specifically recommending the mandatory development of a Civic Ethics Curriculum for civil servants that explicitly cultivates the values of inclusivity, public empathy, and a comprehensive awareness of citizens' rights within a diverse, democratic context.
References
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Erlingsson, C., & Brysiewicz, P. (2017). A hands-on guide to doing content analysis. African Journal of Emergency Medicine, 7(3), 93–99. https://doi.org/10.1016/j.afjem.2017.08.001
Fannia, T., Johana, K., Awliya, F., Rismawaty, F., Ameri, M., & Lianto Lau, S. (2023). Intercultural Communication Interaction of Multicultural Society in West Kalimantan Province: Ethnographic Studies. KnE Social Sciences, 2023, 632–644. https://doi.org/10.18502/kss.v8i12.13711
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Fitriani. (2025). Smart Governance for Smart Societies: A Narrative Review of Digital Models. Politeia : Journal of Public Administration and Political Science and International Relations, 3(1), 45–57. https://doi.org/doi.org/10.61978/politeia.v3i1.940
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Hanafi, M. R., & Kholil, S. (2025). Transformasi Komunikasi Dinas Kominfo Kota Medan dalam Implementasi Smart City Berbasis Medan Dataku. MUKADIMAH: Jurnal Pendidikan, Sejarah, Dan Ilmu-Ilmu Sosial, 9(1), 333–341. https://doi.org/10.30743/mkd.v9i1.11182
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Mani, N. S., Ottosen, T., Fratta, M., & Yu, F. (2021). A health literacy analysis of the consumer-oriented covid-19 information produced by ten state health departments. Journal of the Medical Library Association, 109(3), 422–431. https://doi.org/10.5195/jmla.2021.1165
Mankayi, S., Matenda, F. R., & Sibanda, M. (2023). An Analysis of the Readability of the Chairman’s Statement in South Africa. Risks, 11(3). https://doi.org/10.3390/risks11030054
Maulidiyah, F. (2021). The Importance of Integrating Multiculturalism in Teaching Community Interpreting. Pendidikan Multikultural, 5(1), 148. https://doi.org/10.33474/multikultural.v5i1.10324
Meerangani, K. A., Hassan, M. S., Sharif, D., Ramli, M. A., Hamid, A., & Zulkefli, A. A. (2022). Effect of Social Media on the Tolerance of Multicultural Society In Malaysia. 3, 323–334. https://doi.org/10.15405/epms.2022.10.31
Mihaela, R., Tănase, T., & Valentina, C. (2021). Social media communication of public institutions. Case study: Representation of the European Commission in Romania. Technium Social Sciences Journal, 17, 119–135. https://doi.org/10.2139/ssrn.5024590
Moussa, N. M., Abdelmawla, M. M., & Mousa, J. (2023). Promoting Multicultural Education in the Middle East: Perception and Practice. International Journal of Learning, Teaching and Educational Research, 20(11), 303–320. https://doi.org/10.26803/ijlter.22.11.16
Muhayat, I., & Naamy, N. (2023). Implementation of Tasamuh Concept in a Sociological Perspective in Multicultural Society. Al-Hayat: Journal of Islamic Education, 7(1), 141. https://doi.org/10.35723/ajie.v7i1.390
Niduthavolu, S., & Vedanthachari, L. N. (2021). Analysis of content strategies of selected brand tweets and its influence on information diffusion. Journal of Advances in Management Research, 18(2), 227-249.
Nugraha, R., & Budiwaspada, A. E. (2022). Elemen Visual Pada Media Kampanye Terhadap Citra Personal Branding Calon Bupati dan Wakil Bupati Kabupaten Bandung Dadang Supriatna dan Sahrul Gunawan. Irama: Jurnal Seni, Desain Dan Pembelajarannya, 4(1), 13–22. https://doi.org/10.17509/irama.v4i1.41205
Nursyamsiah, N., Maulani, H., Sauri, S., Ali, M., & Supriadi, R. (2023). Education of Student Character Value on Religious and Cultural Diversity Students’ Multicultural Class Program Darma Bakti Karya Pangandaran Foundation. Jupiis Jurnal Pendidikan Ilmu-Ilmu Sosial, 15(1), 11–21. https://doi.org/10.24114/jupiis.v15i1.35946
Sahfutra, S. A., Supartiningsih, & Agus Himmawan Utomo. (2024). Bhikhu Parekh’s Thought on Multiculturalism: A Relevance to Indonesia’s Management of Ethnic and Religious Conflicts. Andalas International Journal of Socio-Humanities, 6(1), 15–27.
Sakir, A. R., Almahdali, H., & Amaliah, Y. (2024). Implementation of E-Government in Public Services: a Case Study on the Department of Population and Civil Registration of Bone District. Publicus : Jurnal Administrasi Publik, 2(1), 181–193. https://doi.org/10.30598/publicusvol2iss1p181-193
Serry, T., Stebbeins, T., Martchenko, A., Araujo, N., & McCarthy, B. (2022). Improving access to COVID-19 information by ensuring the readability of government websites. Health Promotion Journal of Australia, 595–602. https://doi.org/https://doi.org/10.1002/hpja.610
Shafi, M., & Singh, M. (2025). e-UNNAT and Public Service Guarantee Act 2011: Driving Reform in Jammu and Kashmir. Journal of Neonatal Surgery, 14(8S), 756–761. https://doi.org/10.52783/jns.v14.2601
Sridevi, P., Niduthavolu, S., & Vedanthachari, L. N. (2020). Analysis of content strategies of selected brand tweets and its influence on information diffusion. Journal of Advances in Management Research, 18(2), 227–249. https://doi.org/10.1108/JAMR-06-2020-0107
Suprayetno, E., Pohan, J. E., & Imdazu, M. Y. (2022). Multicultural Convergence in Indonesia: Literature Study in Universitas Muhammadiyah Sumatera Utara Library BT - Proceedings of the International Conference on Communication, Policy and Social Science (InCCluSi 2022). 189–194. https://doi.org/10.2991/978-2-494069-07-7_24
Suryantoro, B., & Kusdyana, Y. (2020). Analisis Kualitas Pelayanan Publik Pada Politeknik Pelayaran Surabaya. Jurnal Baruna Horizon, 3(2), 223–229. https://doi.org/10.52310/jbhorizon.v3i2.42
Syuaib, M., Fauzi, M. F., & SAS, A. (2023). Evaluasi Implementasi E-Government Pada Situs Web Pemerintah Kota Parepare Menggunakan Metode Webqual 4.0. Journal of Software Engineering and Multimedia (JASMED), 1(2), 67–75. https://doi.org/10.20895/jasmed.v1i2.1343
Thoyib, M., Subandi, S., & Harsoyo, R. (2021). Managing Multicultural Islamic Education Through Conflict Resolution Learning Development in Indonesia. Tadris Jurnal Keguruan Dan Ilmu Tarbiyah, 6(2), 409–421. https://doi.org/10.24042/tadris.v6i2.10330
Umam, F., & Barmawi, M. (2023). Indigenous Islamic Multiculturalism: Interreligious Relations in Rural East Java, Indonesia. 27(2), 649–691.
Wongkerd, N., Barlow, B., & Chaiwong, T. (2025). The Influence of Multilingual Competency on Service Delivery and Guest Satisfaction: A Case Study of Tourist Hotels in Thailand. International Journal of Innovative Science and Research Technology, 10(8), 2394–2402. https://doi.org/10.38124/ijisrt/25aug1479
Al Kausar, J. (2025). Penggunaan Media Sosial dalam Mengatasi Isu Rasial di Amerika Kampanye #AsianLivesMatter. Edu Sociata (Jurnal Pendidikan Sosiologi), 8(1), 347–354. https://doi.org/10.33627/es.v8i1.3453
Daud, N., & Ali, A. Z. M. A. (2022). Membangunkan Fitur Reka Bentuk dan Susun Atur Poster Kesedaran Dengan Gabungan Emoji. 7(2), 85–97. https://doi.org/https://doi.org/10.24191/idealogy.v7i2.372
Ekwere, E. (2022). Language Identity and Discrimination in a Multicultural Society. European Journal of Linguistics, 1(2), 1–12. https://doi.org/10.47941/ejl.989
Enriquez, A. (2011). Understanding The Social Practices Of Exclusion In The Context Of Canadian Multiculturalism And Acknowledging The Importance Of Multiculturalism In Canadian School Curriculum. Australian Journal of Basic and Applied Sciences, 2(1), 20–29. http://dx.doi.org/10.1080/10962247.2015.1083913%0Ahttps://doi.org/10.1080/10962247.2015.1083913%0Ahttp://inpressco.com/category/ijcet%0Awww.eijst.org.uk%0Ahttps://mafiadoc.com/sustainable-management-of-wet-market-waste citeseerx_5b6de990097c470f468b45ef.h
Erlingsson, C., & Brysiewicz, P. (2017). A hands-on guide to doing content analysis. African Journal of Emergency Medicine, 7(3), 93–99. https://doi.org/10.1016/j.afjem.2017.08.001
Fannia, T., Johana, K., Awliya, F., Rismawaty, F., Ameri, M., & Lianto Lau, S. (2023). Intercultural Communication Interaction of Multicultural Society in West Kalimantan Province: Ethnographic Studies. KnE Social Sciences, 2023, 632–644. https://doi.org/10.18502/kss.v8i12.13711
Fatimah, S. (2023). International journal of islamicate social. International Journal of Islamicate Social Studies, 1(2), 70–82.
Fitriani. (2025). Smart Governance for Smart Societies: A Narrative Review of Digital Models. Politeia : Journal of Public Administration and Political Science and International Relations, 3(1), 45–57. https://doi.org/doi.org/10.61978/politeia.v3i1.940
Ghanim, M. H., Mastur, A. S. R., & Priyatno, M. B. (2025). Strategi Komunikasi Imigrasi dalam Membangun Persepsi Publik terhadap Layanan Paspor di Era Digital. AKADEMIK: Jurnal Mahasiswa Humanis, 5(3), 1470–1478. https://doi.org/10.37481/jmh.v5i3.1643
Hanafi, M. R., & Kholil, S. (2025). Transformasi Komunikasi Dinas Kominfo Kota Medan dalam Implementasi Smart City Berbasis Medan Dataku. MUKADIMAH: Jurnal Pendidikan, Sejarah, Dan Ilmu-Ilmu Sosial, 9(1), 333–341. https://doi.org/10.30743/mkd.v9i1.11182
Hati, S. T. (2022). The Concept of Multicultural Approach through IPS Education and Its Relevance in the 21st Century Era. Edumaspul: Jurnal Pendidikan, 6(2), 2198–2202. https://doi.org/10.33487/edumaspul.v6i2.4596
Holst, C., Isabwe, G. M. N., Sukums, F., Ngowi, H., Kajuna, F., Radovanović, D., Mansour, W., Mwakapeje, E., Cardellichio, P., Ngowi, B., Noll, J., & Winkler, A. S. (2021). Development of digital health messages for rural populations in tanzania: Multi- And interdisciplinary approach. JMIR MHealth and UHealth, 9(9), 213–239. https://doi.org/10.2196/25558
Jamiludin, Alimin Alwi, & Upe, A. (2023). Social Integration in Multicultural Societies: A Qualitative Study. Jurnal Ilmu Sosial Dan Humaniora, 12(2), 340–349. https://doi.org/10.23887/jish.v12i2.63795
Ke, Y., Tan, Y. Y., Neo, P. S. H., Yang, G. M., Loh, K. W. J., Ho, S., Tan, Y. P., Ramalingam, M. B., Quah, D. S. C., Chew, L., Si, P. E. H., Tay, B. C., & Chan, A. (2023). Implementing an Inclusive, Multidisciplinary Supportive Care Model to Provide Integrated Care to Breast and Gynaecological Cancer Survivors: A Case Study at an Asian Ambulatory Cancer Centre. International Journal of Integrated Care, 23(1), 1–16. https://doi.org/10.5334/ijic.6480
Kuding, I. M., & Irwansyah, I. (2020). Pemanfaatan Ragam Aplikasi Seluler Antikorupsi dalam Upaya Pencegahan Korupsi. Jurnal Komunikasi, 12(2), 263. https://doi.org/10.24912/jk.v12i2.8626
Mani, N. S., Ottosen, T., Fratta, M., & Yu, F. (2021). A health literacy analysis of the consumer-oriented covid-19 information produced by ten state health departments. Journal of the Medical Library Association, 109(3), 422–431. https://doi.org/10.5195/jmla.2021.1165
Mankayi, S., Matenda, F. R., & Sibanda, M. (2023). An Analysis of the Readability of the Chairman’s Statement in South Africa. Risks, 11(3). https://doi.org/10.3390/risks11030054
Maulidiyah, F. (2021). The Importance of Integrating Multiculturalism in Teaching Community Interpreting. Pendidikan Multikultural, 5(1), 148. https://doi.org/10.33474/multikultural.v5i1.10324
Meerangani, K. A., Hassan, M. S., Sharif, D., Ramli, M. A., Hamid, A., & Zulkefli, A. A. (2022). Effect of Social Media on the Tolerance of Multicultural Society In Malaysia. 3, 323–334. https://doi.org/10.15405/epms.2022.10.31
Mihaela, R., Tănase, T., & Valentina, C. (2021). Social media communication of public institutions. Case study: Representation of the European Commission in Romania. Technium Social Sciences Journal, 17, 119–135. https://doi.org/10.2139/ssrn.5024590
Moussa, N. M., Abdelmawla, M. M., & Mousa, J. (2023). Promoting Multicultural Education in the Middle East: Perception and Practice. International Journal of Learning, Teaching and Educational Research, 20(11), 303–320. https://doi.org/10.26803/ijlter.22.11.16
Muhayat, I., & Naamy, N. (2023). Implementation of Tasamuh Concept in a Sociological Perspective in Multicultural Society. Al-Hayat: Journal of Islamic Education, 7(1), 141. https://doi.org/10.35723/ajie.v7i1.390
Niduthavolu, S., & Vedanthachari, L. N. (2021). Analysis of content strategies of selected brand tweets and its influence on information diffusion. Journal of Advances in Management Research, 18(2), 227-249.
Nugraha, R., & Budiwaspada, A. E. (2022). Elemen Visual Pada Media Kampanye Terhadap Citra Personal Branding Calon Bupati dan Wakil Bupati Kabupaten Bandung Dadang Supriatna dan Sahrul Gunawan. Irama: Jurnal Seni, Desain Dan Pembelajarannya, 4(1), 13–22. https://doi.org/10.17509/irama.v4i1.41205
Nursyamsiah, N., Maulani, H., Sauri, S., Ali, M., & Supriadi, R. (2023). Education of Student Character Value on Religious and Cultural Diversity Students’ Multicultural Class Program Darma Bakti Karya Pangandaran Foundation. Jupiis Jurnal Pendidikan Ilmu-Ilmu Sosial, 15(1), 11–21. https://doi.org/10.24114/jupiis.v15i1.35946
Sahfutra, S. A., Supartiningsih, & Agus Himmawan Utomo. (2024). Bhikhu Parekh’s Thought on Multiculturalism: A Relevance to Indonesia’s Management of Ethnic and Religious Conflicts. Andalas International Journal of Socio-Humanities, 6(1), 15–27.
Sakir, A. R., Almahdali, H., & Amaliah, Y. (2024). Implementation of E-Government in Public Services: a Case Study on the Department of Population and Civil Registration of Bone District. Publicus : Jurnal Administrasi Publik, 2(1), 181–193. https://doi.org/10.30598/publicusvol2iss1p181-193
Serry, T., Stebbeins, T., Martchenko, A., Araujo, N., & McCarthy, B. (2022). Improving access to COVID-19 information by ensuring the readability of government websites. Health Promotion Journal of Australia, 595–602. https://doi.org/https://doi.org/10.1002/hpja.610
Shafi, M., & Singh, M. (2025). e-UNNAT and Public Service Guarantee Act 2011: Driving Reform in Jammu and Kashmir. Journal of Neonatal Surgery, 14(8S), 756–761. https://doi.org/10.52783/jns.v14.2601
Sridevi, P., Niduthavolu, S., & Vedanthachari, L. N. (2020). Analysis of content strategies of selected brand tweets and its influence on information diffusion. Journal of Advances in Management Research, 18(2), 227–249. https://doi.org/10.1108/JAMR-06-2020-0107
Suprayetno, E., Pohan, J. E., & Imdazu, M. Y. (2022). Multicultural Convergence in Indonesia: Literature Study in Universitas Muhammadiyah Sumatera Utara Library BT - Proceedings of the International Conference on Communication, Policy and Social Science (InCCluSi 2022). 189–194. https://doi.org/10.2991/978-2-494069-07-7_24
Suryantoro, B., & Kusdyana, Y. (2020). Analisis Kualitas Pelayanan Publik Pada Politeknik Pelayaran Surabaya. Jurnal Baruna Horizon, 3(2), 223–229. https://doi.org/10.52310/jbhorizon.v3i2.42
Syuaib, M., Fauzi, M. F., & SAS, A. (2023). Evaluasi Implementasi E-Government Pada Situs Web Pemerintah Kota Parepare Menggunakan Metode Webqual 4.0. Journal of Software Engineering and Multimedia (JASMED), 1(2), 67–75. https://doi.org/10.20895/jasmed.v1i2.1343
Thoyib, M., Subandi, S., & Harsoyo, R. (2021). Managing Multicultural Islamic Education Through Conflict Resolution Learning Development in Indonesia. Tadris Jurnal Keguruan Dan Ilmu Tarbiyah, 6(2), 409–421. https://doi.org/10.24042/tadris.v6i2.10330
Umam, F., & Barmawi, M. (2023). Indigenous Islamic Multiculturalism: Interreligious Relations in Rural East Java, Indonesia. 27(2), 649–691.
Wongkerd, N., Barlow, B., & Chaiwong, T. (2025). The Influence of Multilingual Competency on Service Delivery and Guest Satisfaction: A Case Study of Tourist Hotels in Thailand. International Journal of Innovative Science and Research Technology, 10(8), 2394–2402. https://doi.org/10.38124/ijisrt/25aug1479
Published
2025-11-17
How to Cite
Al Kausar, J., Alan Fajar, S., Wira, A., & Arissy Jorgi, S. (2025). Mewujudkan Layanan Publik yang Adil dan Inklusif: Kendala Bahasa dan Etika Kewarganegaraan Birokrasi. Journal of Civic Education, 8(4), 204-215. https://doi.org/10.24036/jce.v8i4.1211
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Articles
