Lived Experiences of Inclusive Public Service Access among Persons with Disabilities in Indonesia
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Abstract
Access to public services is a key issue in promoting social justice and inclusion for persons with disabilities. While previous studies have focused primarily on accessibility and policy implementation, limited attention has been given to how persons with disabilities experience and interpret inclusion in their everyday interactions with public services. This study employs an interpretative phenomenological approach to examine these lived experiences. Data were collected through in-depth semi-structured interviews and analyzed using Interpretative Phenomenological Analysis (IPA). The findings identify four interconnected dimensions of inclusion: structural inaccessibility, subtle discrimination, emotional burden, and adaptive strategies. Together, these dimensions demonstrate that inclusion is experienced not merely through formal access but through ongoing negotiations of dignity, recognition, and participation within institutional settings. The study contributes to the literature by providing an experiential perspective on public service inclusion and highlights the need to incorporate lived experiences into policy design and service evaluation to achieve more equitable outcomes.
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