Analisa Kualitas Pelayanan Pengurusan Paspor Melalui M-Paspor
Dalam Rangka Penyederhanaan Layanan Di Kantor Imigrasi Kelas
I Khusus TPI Surabaya
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Institusion
Universitas Bhayangkara Surabaya
Author
Wulandari, Ferra Aetika
Subject
HP Public Administrations
Datestamp
2024-06-05 04:00:07
Abstract :
This study aimed to determine the quality of service in online passport processing at the Class I Immigration Office specifically for TPI Surabaya. The Directorate General of Immigration issued a new application, namely the M?Paspor, which is an application that the public can use to apply for new passports and replace passports online. Based on the information from the researcher, the use of the M-Paspor application in making online passports is very easy to understand. However, the implementation did not run smoothly, there were still obstacles, namely the lack of public awareness. And from a field review, the M-Passport application also often experiences problems, such as frequent full quotas and frequent errors/bugs on the server, so it takes a long time to fix them. The research method used is descriptive research method with a qualitative approach. Data Collection Techniques in the preparation of this thesis using interviews and documentation. The researcher processes it by describing the data obtained in the field in the form of written or oral data from the people involved in this research. The research results show that the Quality of Service is considered quite successful. The M-Passport application itself is a form of effort to improve the quality of service where services are expected to be no longer convoluted, for example long queues. This is supported by the results of interviews with a theoretical approach to service quality, which suggests the success of public services is influenced by Tangible Dimensions, Reliability, Responsiveness, Assurance, Empathy. Factors that influence service quality consist of supporting factors, namely facilities and infrastructure and inhibiting factors, namely public awareness and application errors and inaccessibility. Efforts to improve service quality are through improvements in service and maintenance and maintenance of software.
This study aimed to determine the quality of service in online passport processing at the Class I Immigration Office specifically for TPI Surabaya. The Directorate General of Immigration issued a new application, namely the M?Paspor, which is an application that the public can use to apply for new passports and replace passports online. Based on the information from the researcher, the use of the M-Paspor application in making online passports is very easy to understand. However, the implementation did not run smoothly, there were still obstacles, namely the lack of public awareness. And from a field review, the M-Passport application also often experiences problems, such as frequent full quotas and frequent errors/bugs on the server, so it takes a long time to fix them. The research method used is descriptive research method with a qualitative approach. Data Collection Techniques in the preparation of this thesis using interviews and documentation. The researcher processes it by describing the data obtained in the field in the form of written or oral data from the people involved in this research. The research results show that the Quality of Service is considered quite successful. The M-Passport application itself is a form of effort to improve the quality of service where services are expected to be no longer convoluted, for example long queues. This is supported by the results of interviews with a theoretical approach to service quality, which suggests the success of public services is influenced by Tangible Dimensions, Reliability, Responsiveness, Assurance, Empathy. Factors that influence service quality consist of supporting factors, namely facilities and infrastructure and inhibiting factors, namely public awareness and application errors and inaccessibility. Efforts to improve service quality are through improvements in service and maintenance and maintenance of software.
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