KUALITAS PELAYANAN PERMOHONAN PASPOR RI PADA KANTOR IMIGRASI KELAS I SURAKARTA

Abstract

Service for the Republic of Indonesia Pasport is one of the public service given
by the Immigration Office becomes community interest issue. It is due to that
many people’s desire have not been fullfilled. This research was aimed to
describe the quality of service for the Republic of Indonesia pasport in the Office
of Immigration Class I in Surakarta. Theory of Service Standard put foward by
Mahmudi was used for measuring the service provided by the Immigration Office
Class I. The measurement of service standard mentioned are as: simplicity,
clarity, timeliness, accuracy, safety, responsibility, completeness of means,
accessability, discipline, politeness, hospitality, and comfortability. Qualitative
research approach was used in this study. Interview, and docoment study
techniques were employed to collect the needed data. Purposefull sampling
technique was used to select the respondents. Respondents were the
employees who were incharge to serve pasport and the pasport applicants.
Validity of the finding was supported by the data or resource triangulation
method. Interactive analysis model consisting of three elements i.e. data
reduction, data display, and verification and data conclusion was used to analyse
the data. Research result indicated that the provided services by the office which
were categorized as good were the aspects of simplicity, clarity, accuracy,
safety, responsibility, accessability, discipline, politeness, hospitality, and
comfortability. On the other hand, aspect of timeliness was considered to be not
good, since the standard of service to publish the pasport supposed only four
work-day, but in fact the time longer than six work-day. It was due to the trouble
of the online system, in which the online system sometimes was offline. Aspect
of completeness was evaluated bad since there was no enough parking lot
space and the absence of public toilet.
Key words: Quality of service; simplicity, clarity; timeliness; accuracy; safety;
responsibility; completeness of means; accessability; discipline;
politeness; hospitality; and comfortability.