Strategi Peningkatan Pelayanan Publik Dalam Pelayanan Permohonan Paspor Pada Kantor Imigrasi Kelas I Khusus Non TPI Jakarta Selatan Dan Kantor Imigrasi Kelas I Non TPI Bogor

Abstract

Good public service is a reflection of good governance. One of the public services provided to the community is the passport application service conducted by the Directorate General of Immigration through Immigration Offices. A passport is a document that must be owned by all citizens to travel to other countries, and with the increasing ease of traveling between countries, there has been a surge in passport applications from year to year. A passport is also no longer an exclusive document owned only by a certain group of people but has become a document that is almost owned by everyone, both from urban and rural communities. This phenomenon encouraged the researcher to examine the quality of passport application services at an Immigration Office using the SERVQUAL analysis, particularly those that serve passport applications from communities dominated by urban and rural populations. The researcher selected the Class I Non-TPI South Jakarta Immigration Office as the research location representing an immigration office that serves applicants mostly from urban communities, and the Class I Non-TPI Bogor Immigration Office representing an immigration office that serves applicants mostly from rural communities. This study uses a qualitative method presented descriptively, resulting in findings that both the South Jakarta Immigration Office and the Bogor Immigration Office have very good service quality but still have several shortcomings, such as the facilities and infrastructure at the South Jakarta Immigration Office that need improvement, especially in terms of parking space and the occurrence of applicant congestion during peak hours, which causes applicants to have to wait longer. Meanwhile, the Bogor Immigration Office needs additional facilities and infrastructure such as entertainment media in the waiting room to help applicants pass the time. Therefore, the researcher formulated strategies using the SOAR analysis in order to identify what needs to be implemented by the Immigration Office in addressing the existing problems. The researcher also provides several suggestions that can be utilized by the Immigration Offices in delivering services, such as developing an online dashboard for queue monitoring, encouraging the public to share positive experiences through social media, establishing cooperation with Mampang Business Park to provide a passport collection counter and additional parking space for the South Jakarta Immigration Office, maintaining and rejuvenating human rights-friendly facilities, providing QR code feedback at each service counter, and using the number of passport services as an indicator for selecting exemplary employees at the Bogor Immigration Office.