ANALYSIS OF FACTORS AFFECTING THE QUALITY OF SOCIAL SERVICE SERVICES IN INDONESIA

Abstract

This study aims to analyze the factors that influence the quality of Social Service services in Indonesia by linking them to international standards of public services based on human rights. In the context of globalization of public administration, the quality of social services is an important indicator in realizing social justice and protecting citizens' rights. For this reason, this study uses a juridical-normative approach with a library research method that combines secondary data from national legal documents, international conventions, reports from multilateral institutions (ILO, UNDP, WHO), and comparative studies from developing countries such as the Philippines, Brazil, and India. The results of the study show that although Indonesia has a legal framework regarding social services, such as Law No. 11 of 2009, implementation in the field is still constrained by weak institutional capacity, inequality of digital infrastructure, low legal literacy of service officials, and minimal community participation. The service model is not yet fully citizen-centered as recommended by international standards. This study provides a normative contribution to social service policy reform based on the principles of accessibility, transparency, and accountability. This finding is important to strengthen the integration between national regulations and human rights-based public service principles so that the Social Service can become a responsive and sustainable instrument for distributing justice.