KUALITAS PELAYANAN PASPOR DI KANTOR IMIGRASI KELAS I TEMPAT PEMERIKSAAN IMIGRASI (TPI) SURAKARTA TAHUN 2022

Abstract

The passport application process is easier, faster, with minimal data errors, and
friendly for the elderly and disabled at the Surakarta Immigration Office.
However, in its implementation there are problems, including: 1) Not yet optimal
innovation of information technology-based public services. 2) Minimum number
of competent human resources in the field of information technology. 3) The
facilities and infrastructure for supporting information technology-based services
are not yet optimal. The purpose of this study was to analyze and determine the
quality of passport services at the Class I Immigration Office at the Surakarta
Immigration Checkpoint. This study uses a descriptive method with a qualitative
approach. Research informants using purposive sampling technique. Data
collection techniques using interviews, and documentation. The data analysis
technique used is interactive analysis which consists of data reduction, data
presentation and conclusion drawing. The results showed that the service quality
of Surakarta immigration office employees from the dimension of tangibles has
not fully provided satisfaction for community, including not optimal facilities and
infrastructure supporting information technology-based services and lack of
parking lots. From the dimension of reliability has not been seen well because of
the minimum number of competent human resources in the field of Information
Technology. In terms of responsiveness, has not shown optimal service quality.
The dimension of assurance, shows the services that have been carried out in
accordance with the applicable provisions, but in terms of providing guarantees,
the time for granting passports is sometimes not on time. From the dimension of
empathy shows a good quality of Service. In performing their duties, employees
serve well to passport applicants.
Keywords: Tangibles, Reliability, Responsiveness, Assurance and Empathy