Linking Cangkolang culture to ethical conduct and professionalism of civil servants in Indonesian public service

Professionalism and ethical conduct in public services are critical determinants of governance quality. While global debates emphasize integrity and accountability, less attention has been paid to how local cultural practices shape everyday ethical dilemmas in bureaucracies. In Indonesia, the Madurese practice of cangkolang, a blunt and confrontational communication style, presents unique challenges to civil servants (ASN) tasked with upholding the national values of BerAKHLAK. This study investigates how cangkolang influences ethical conduct, generates professional role conflicts, and how the LANTOR program (Layanan Tak Osa Toron Derih Sepeda Motor) moderates these tensions. A qualitative case study was conducted at the Public Service Mall (MPP) in Pamekasan, East Java, Indonesia. Data were collected through 18 semi-structured interviews with civil servants, managers, and service users, complemented by direct observations and policy document analyses. Thematic analysis (Braun & Clarke, 2006), supported by NVivo software, was used to identify patterns and themes. Trustworthiness was ensured through triangulation and member checks. Four themes emerged: (1) cangkolang manifested through verbal intensity and non-verbal impatience in service encounters; (2) civil servants faced ethical dilemmas in balancing professional codes with cultural expectations; (3) these dilemmas created professional role conflicts, producing emotional strain and inconsistent service delivery; and (4) the LANTOR program acted as an institutional moderator, structuring interactions to reduce confrontation and support consistent professionalism. This study extends symbolic interactionism, deontological ethics, and role conflict theory by situating them in a culturally specific context. This highlights the need for culture-sensitive ethics training and mentoring. From a policy perspective, this study demonstrates that innovations such as LANTOR can function as ethical infrastructures, enabling sustainable professionalism in culturally diverse bureaucracies.