Ethics Of State Civil Apparatus In Public Services In The Era Of Bureaucratic Reform

The state civil apparatus, in its duties, serves the community and is a good liaison between the community and the government. Many service problems are known from complaints and reports from the public, which have caused a decrease in satisfaction with the community. Ethical issues in the interaction between public servants and the community are a factor influencing quality, as well as a measure of the government's success in fulfilling optimal public services. In practice, there are still obstacles to the effectiveness of public services, such as the inadequate implementation of ethics following applicable regulations. The reason for conducting this research is that public complaints are seen from the low rating of public services in the Mojo Village, Gubeng District, Surabaya, on the official website of the Mojo Village. The aims of the research are 1) to find out the ethics of the state civil apparatus in public service in the Mojo sub-district, Gubeng sub-district, Gubeng Surabaya, in serving the community; 2) to determine the level of community satisfaction with the services of the state civil apparatus in the Mojo Village, Gubeng District, Surabaya. This study used quantitative methods through a descriptive research approach to collect questionnaire data, documentation methods, and data analysis. The conclusions of the study: 1) the ethics of the state civil apparatus in public service in Kelurahan Mojo, Gubeng Sub-District, Surabaya, in serving the community is considered poor because 64.2% of respondents stated that the attitude they used did not apply the ethics of the state civil apparatus following the professional standards of public service


Introduction
The state civil apparatus in the administration of public services is not far from ethical issues. The purpose of public service itself is to serve and satisfy the public. Ethics in society is a guideline for all behavior or actions to carry out their duties effectively and morally (Suhartono, 2016). Bureaucratic ethics has two functions, and the first is to serve as a reference for public institutions that work in their capacity so that what happens in the organization is seen as something commendable and far from being a violation.
Second, the code of ethics assesses the nature of behavior and actions considered good.
The essential function of any government institution is to provide services because government agencies need to design complete public services. So that all government agencies have roles and responsibilities that influence specific processes and policies. The government's efforts to meet the community's needs should be appreciated. Finally, quality and service can meet the community's needs (Dwiyanto, 2021). The state and government are responsible for ensuring fast and comfortable administration of government and public services. The government bureaucracy that is not good must be Vebryna,dkk / JGAR,4 (1) : 70-89 72 immediately corrected with reform measures because it is the cause of the decline in the nation's economy.
Moral values include actions, principles, and values considered good and right from a religious, social, and societal point of view (Lehman, 2014). An employer's commitment to work ethics will result in a well-trained and knowledgeable workforce that can reduce behavioral problems such as absenteeism and immorality. Therefore, an individual's work ethic can help maintain organizational commitment and loyalty (Mustapha, 2002). Work standards can provide positive feedback on employee behavior in various aspects, such as the desire to be involved in their work and attitudes toward material rewards, but are based on a desire to improve performance. (Charington, 1980). Zega (2018: 108) argues that the implementation of public services must follow ethical or moral principles. In other words, ethics must be applied in the management of public services. Public officials, as public servants and government agencies, must implement the principles of public service governance. This is important because the purpose of providing services is to provide security and satisfaction to the community.
Ethics in public service is needed so that the bureaucratic apparatus can show responsiveness to the interests of service users. As is known, today's society is increasingly critical in dealing with the problems they face. The community began to dare to demand their rights to treatment that was not following their wishes. Society is increasingly bold in demanding public servants improve their performance and provide good service to the public.
Kelurahan level public service is the basic level in providing administrative services for the community. Over time, people demand to get good service quality. Communities are starting to realize that they have in the services offered by the government. This is written in government regulation no. 73 of 2005 concerning the administration of subdistricts, those sub-districts should provide guidance and services to the community to achieve the goals of regional autonomy in carrying out their functions and duties. Optimal public services reflect the quality of government bureaucracy. Several problems often occur in the public service process, such as service discrimination and low general satisfaction with public services. JGAR. Volume 4 No 1, June 2023 / Ethics Of State Civil Apparatus In Public Services In The Era Of Bureaucratic Reform 73 Therefore, government officials must have guidelines and directions in their behavior and actions so that leaders can be clean, strong, accountable, and provide good information to the public. Just being responsible formally is not enough but also being responsible morally. Some of the problems that are often encountered in the context of the ethics of state civil servants in public servants, namely the delivery of information that is considered wordy and convoluted. Besides that, there are problems where services are not provided in polite language, do not provide a good attitude towards the community, and lack of attention to the community. If this continues to happen, the public will feel disappointed. However, on the other hand, the public expects services that are accurate, responsive, and ethical in behavior, Good public service is essential for societyin meeting their needs. It is the government's responsibility to provide services that are fast, easily accessible, and responsive to the community's needs. However, in carrying out his duties as a public servant, there are various challenges faced, such as bureaucratic obstacles, to a lack of awareness of the importance of ethics in communicating with the public. In reality, several problems are related to services at the urban village level in Surabaya City. As reported by Suara Surabaya, Eri Cahyadi, the mayor of Surabaya, found various cases of public services not working or stopping at the sub-district level. Further complaints about village services can be found in the "WargaKu" application (Suminar, 2021). Other service issues related to service procedures at the Kelurahan and Kecamatan Offices (in liputan6.com). There is also news from https://jatim.antaranews.com, Commission A of the Surabaya DPRD for Government Affairs of the Surabaya DPRD asks that cases of inadequate public services in Kelurahan be a common lesson (Purnomo, 2022). Based on these dynamics, this study aims to determine public service ethics for the state civil apparatus at the Mojo sub-district level, Gubeng District, Surabaya. More specifically examines the ethics of public service by the state civil apparatus in serving the community and determines the level of community satisfaction with the ethics of public service in the Kelurahan Mojo Gubeng district, Surabaya from the perspective of society. This study leads to an understanding of the importance of the ethics of public officials to improve the quality of public services.

State Civil Apparatus Public Service
According to Dekker, public service is a public employee's participating authority towards the community as a service provider that must be based on service standards.
Public services cover a wide range of services, including health services, education, transportation, administrative services, and others, provided by government agencies or other public institutions. A public service is a form of implementing the people's right to receive services from the government or other public institutions. Good public services will provide tangible benefits to the community and can improve their quality of life.
According to Article 1 paragraph (1) Law Number 25 of 2009, Public services are a series of actions designed to legally meet the service needs of all citizens and residents according to the law regarding goods, services, and/or administrative services provided by administrators public service.

Apparatus Behavior
Regulation of law number 5 of 2014 concerning the state civil apparatus is intended to optimize apparatus performance in public service. This public service apparatus must be adapted to the skills of their respective fields. Second, bureaucracy is always correlated with politics, which will change ASN regulations, especially procedures, Management, recruiting, and culture.
The behavior of the State Civil Apparatus is closely related to the authorities.
Bureaucracy is the result of cooperation between a group of individuals and the environment (Thoha, 2005:138). Deviations in the behavior of officials or signs of breaking the rules (non-functioning bureaucracy). Related to bureaucratic behavior practices, situations, work culture cannot be separated from employee performance.
Indicators of the behavior of state civil servants include work ability, politeness, discipline and responsibility (Ismail, 2019).

Bureaucratic Communication
Organizational success in achieving organizational goals. The effect depends on many factors such as skills and knowledge and achievement of goal setting. One of the JGAR. Volume 4 No 1, June 2023 / Ethics Of State Civil Apparatus In Public Services In The Era Of Bureaucratic Reform 75 most important things is clearly defined and communicated by the team. All administrative tasks including the task of mobilizing its members require complete information based on work processes. There is no institution or agency that does not require communication to understand or convey information (Willard V and Davis, Yuwono 1985: 3-4). In communication there are several things that must be considered such as: • the quality of employee communication per the administration's vision, mission, and objectives.
• Government bureaucratic information communication must pay attention to criteria such as clarity of information, adequacy of information, timeliness of providing information and dissemination of information.
• Communication media is the right way to convey information and suggestions about public services.
• The communication climate affects the level of public satisfaction with bureaucratic services, which are not only physical but also the attitude of the apparatus.

Public Service Quality
According to Dekker, public service is the ability of public services to contribute to society as service providers must be based on service principles. Public services cover many services, including health, education, transportation, infrastructure, and other services provided by government agencies or other public organizations. Public service is using human rights to obtain services from the government or other public organizations. Good public services can bring tangible benefits to society and improve

State Civil Apparatus Service Ethics
Etymologically, ethics comes from the Greek word ethicos which refers to morals, values, laws and normative norms of good and bad human behavior. According to Rosadi Ruslan, ethics is a study of suitability or inappropriateness in actions orbehaviorman.
Ethics is a moral discipline that regulates the way of human life in society according to correct principles. The study of ethics was originally presented by Aristotle to his son Nikomachus, in his book entitled Ethika Niromacheia. Its moral message is how to communicate various kinds of awards between one person and another. Ethics is limited to human behavior and rules when speaking to others. Bertens (2001) argues that ethics, firstly, ethics is defined as moral principles and principles that guide ethical behavior. A person or group controls their behavior. Second, ethics is the basic principle of conduct. Third, ethics refers to the field of study that examines moral values in society and examines processes and procedures. In this sense, ethics is classified as a branch of practical philosophy. And its analysis (moral philosophy).
The definition of ethics in public administration or public services such as philosophy and professional ethics (code of conduct) or ethics or law. The behavior of the giver must be respected (decency law) of public services or public administrators (Denhardt, 1988). Relies on Concepts and ethics in social work. Social ethics in the practice of public administration or the implementation of system-based public services as well as moral laws or rules of conduct, regulate what is good and what is not. According to articles 2 to 5 of Law no. 2014 concerning which ASN should be prioritized in doing work. Public services must be professional and fair based on principles (norms, ethics, morals, and public services), be responsible for their behavior and performance, inform the public, and maintain the dignity of ASN (work honestly, responsibly, be disciplined, and serve kindly according to the provisions of the legislation. In the early 1970s, many influential people significantly influenced the ethical According to Terry L Cooper, ethics involves good thinking about tasks, results, and ultimate goals. Doing good deeds (behaving ethically) is involved. Those who still hold the duties and responsibilities of the organization and can professionally apply ethical principles appropriately to make a decision can be said to be honest administrators.
All public service officials must have a good attitude and show leadership character in which there is personal development to understand, live, and apply many moral values that arise from good behavior, especially fairness in the service process.
Ethics generally consists of six principles or "six great ideas," which include: truth, goodness, beauty, freedom, equality, and justice. Public servants are evaluated based on their words, actions, and behavior, whether bureaucrats can follow principles or SOPs.Standard Operating Procedures" or not.
The code of ethics is not just a legal system, but must be implemented. Monitoring the level of implementation through monitoring and evaluation processes is an effort to improve compliance with the law. This commitment to improving ethics is important to convince the public that public servants can be responsible for their work.

Community Satisfaction
In social personality shows that community satisfaction can be influenced by several factors, including when interacting with public servants. One theory that is relevant in this context is the "Customer Satisfaction Theory" put forward by Oliver (1980). This theory reveals that people's satisfaction is formed through a comparison between their expectations of service and their perception of the quality of service received. If their perception exceeds expectations, then community satisfaction will be high. Conversely, if their perceptions are below expectations, people's satisfaction will be low. index. In addition, the performance of related employees can also affect community satisfaction. Employee performance can be used as a measure to evaluate the implementation of government agency activities. Employees who understand their duties well and are responsive to community needs will significantly assist the agency's success in providing services. Armstrong and Baron cited by Wibowo (2009) state that work results related to customer satisfaction can be a measure of performance.

Research methods
In this study used descriptive quantitative methods, which include data collection, analysis, significance and interpretation. Nugroho (2018) said that quantitative research is a systematic method of analysis, organization and planning.Although considered a traditional method, quantitative methods have been used in research for many years and thus have a strong tradition. This research was conducted using an inductive approach with the aim of knowing the factors, morphological elements, and characteristics of phenomena in society. Data collection is an important aspect in the smoothness and success of research. The following data collection methods will be used in this study:

Questionnaire or Questionnaire
Questionnaire or research is a data collection method based on a form with questions written to individuals or groups of people in order to get the answers and

Da analysista
In this study, the data analysis used was descriptive quantitative, in which descriptive data analysis techniques were used to analyze data by describing or illustrating the data that had been collected soberly without any intention of making generalizations from the research results. The data obtained is compiled by displaying statistical graphs in the form of tables and histograms using quantitative analysis techniques. According to Sugiyono (2018;13), quantitative analysis is a data analysis method, namely quantitative data that can be used as an analytical tool to calculate the level of importance of the problem to be solved.
This analysis is only in-depth data collection. Models are descriptive only in the sense that they do not analyze or explain relationships, hypothesis testing, and conclusions. This research method is often used to conduct surveys that you want to know (Muhson, 2006). Descriptive statistical analysis techniques used in this study include: • Presentation of data in the form of tables or frequency distribution. Thus it will be known the trend of research results, whether they fall into the category of not good, not good, good enough, good, and very good.
• Presentation of data in visual form in the form of a histogram which describes detailed data acquisition.

Results and Discussion
Many methods are needed to get accurate data from surveys. The Likert scale is a scale In the process of collecting data by distributing questionnaires to residents who live in the Mojo sub-district, some data supporting this research was obtained. In the questionnaire there are 5 indicator questions, each question is given five answer options to choose from. The five answers contain different points in it. Very good 5 Of the 55 questionnaires filled with total accumulated points total = 803 points. The first stage determines the maximum value and minimum value.  In addition to using the quantitative method, the researcher also made observations through the documentation method by conducting a literature study to be used as reinforcement in this study and found data showing that the ethics of public servants in the Mojo sub-district, Gubeng sub-district, Surabaya, were in the Poor category, so there was a need for improvement. From these data it can be concluded that the attitude of public servants in the Mojo Village, Gubeng District, Surabaya, which seems unfriendly, inattentive, and slow. The data processing above refers to quantitative research methods with calculations in such a way that the following discussion is obtained.

Sub-District, Gubeng District, Surabaya
From the results of the questionnaire obtained from 55 respondents. There are 3 indicators related to the ethics of public servants in the Mojo Village including: The results of distributing questionnaires regarding the ethics of state civil servants in public service in the Mojo Village, Gubeng District, Surabaya, obtained the following data.
Ethics of state civil servants in public service in Mojo Village, Gubeng District, Surabaya

Figure 1, Ethics of State Civil Servants In Public Service in Mojo Village, Gubeng District, Surabaya
Most of the answers 28 respondents (52.8%) stated not good, 3 respondents answered not good (5.7%), 9 respondents answered quite well and those who said good 11 respondents (11.8%), 2 respondents said very good (3.8%). Based on these data, it is known that the Most of the answers from 33 respondents (62.3%) stated that they were not good, 3 respondents answered that they were not good (5.7%), 7 respondents said they were quite good and 9 respondents (17%) said they were good, 1 respondent said they were very good (! ,9%). Based on these data, it is known that the level of speed of administration staff in the Mojo Village, Gubeng District, Surabaya is indicated to be not good. If the answers are combined between bad and not good, it is 68%.
Regarding proceduresservicein the Mojo Village, Gubeng District, Surabaya, the following data were obtained. Most of the answers 31 respondents (58.5%) said it was not good, 2 respondents answered not good (3.8%), 9 respondents answered quite well and those who said good 11 respondents (20.8%), 0 respondents said it was very good . Based on these data, it is JGAR. Bertens (2001)