Bureaucratic Behavior of Police Officers in Public Service Delivery: A Study on Driving License Issuance at the Maros Police Resort

High-quality public service reflects the professionalism of government officials and serves as an indicator of successful governance.As the front line of state service, police officers play a strategic role in shaping public perceptions of the legitimacy of state institutions, particularly in the issuance of driving licenses (SIM).This study aims to analyze the behavior of police officers in the delivery of SIM services at the Maros Police Resort (Polres Maros) using Miftah Thoha's theory of bureaucratic behavior.The theory emphasizes that bureaucratic behavior is influenced by individual factors, organizational factors, and the prevailing work culture within the institution.This research employs a qualitative method with a descriptive-exploratory approach.Data were collected through in-depth interviews, participatory observation, and documentation.The findings reveal that the behavior of police officers in providing SIM services is influenced by work motivation, perception, personal values, and institutional factors such as supervision systems, leadership, and organizational culture.These factors have a direct impact on service quality in terms of speed, fairness, and accountability.The results highlight the importance of strengthening an ethics-based work culture, enhancing personnel capacity, and maintaining consistent internal supervision to ensure transparent, fair, and accountable SIM services.This study is expected to contribute theoretically to the field of government studies and provide practical recommendations for the police in improving the quality of public services at the local level.