Strategi external relations Kantor Imigrasi Kelas I Non-TPI Bogor melalui Pos Layanan Informasi dan Pengaduan : Studi kasus pada Kantor Imigrasi Kelas I Non-TPI Bogor

Alman, Hafiza Khairani (2025) Strategi external relations Kantor Imigrasi Kelas I Non-TPI Bogor melalui Pos Layanan Informasi dan Pengaduan : Studi kasus pada Kantor Imigrasi Kelas I Non-TPI Bogor. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

Kantor Imigrasi Kelas I Non-TPI Bogor memiliki peran penting dalam memberikan pelayanan keimigrasian kepada masyarakat. Dalam menjalankan tugasnya, Kantor Imigrasi berupaya membangun hubungan yang baik dengan publik melalui berbagai strategi komunikasi. Salah satunya adalah melalui Pos Layanan Informasi dan Pengaduan yang menjadi sarana dalam menyampaikan informasi serta menanggapi keluhan masyarakat. Penelitian ini dilakukan untuk memahami strategi external relations yang diterapkan Kantor Imigrasi Bogor melalui pos tersebut. Tujuan dari penelitian ini adalah untuk mengetahui bagaimana strategi external relations Kantor Imigrasi Kelas I Non-TPI Bogor dijalankan melalui Pos Layanan Informasi dan Pengaduan, ditinjau dari dimensi keandalan, daya tanggap, jaminan, dan empati. Penelitian ini menggunakan pendekatan kualitatif dengan metode studi kasus dan paradigma interpretif. Konsep yang digunakan dalam penelitian ini adalah SERVQUAL dari Kotler & Keller yang menitikberatkan pada empat dimensi utama pelayanan: keandalan (reliability), daya tanggap (responsiveness), jaminan (assurance), dan empati (empathy). Hasil penelitian menunjukkan bahwa Pos Layanan Informasi dan Pengaduan memiliki peran dalam menyampaikan informasi dan menangani pengaduan masyarakat secara terstruktur. Dalam dimensi keandalan, petugas memberikan informasi yang akurat dan layanan yang konsisten. Pada dimensi daya tanggap, ditemukan bahwa petugas cepat merespons pertanyaan dan keluhan masyarakat. Dimensi jaminan terlihat dari kompetensi petugas dalam menjelaskan prosedur dan menjaga keamanan data masyarakat. Sementara itu, empati tercermin dari sikap ramah dan perhatian petugas terhadap kebutuhan individu pemohon. Kesimpulan dari penelitian ini menunjukkan bahwa Kantor Imigrasi Kelas I Non-TPI Bogor menerapkan strategi external relations melalui pelayanan komunikasi publik yang dilakukan oleh petugas Pos Layanan Informasi dan Pengaduan berdasarkan prinsip kualitas layanan yang mencakup aspek keandalan, daya tanggap, jaminan, dan empati. Hafiza Khairani Alman: External Relations Strategy of the Immigration Office Class I Non-TPI Bogor through the Information and Complaint Service Post (A Case Study at the Immigration Office Class I Non-TPI Bogor) The Immigration Office Class I Non-TPI Bogor plays a vital role in providing immigration services to the public. In carrying out its duties, the office strives to establish good relations with the community through various communication strategies. One such effort is the Information and Complaint Service Post, which serves as a medium for delivering information and responding to public complaints. This research aims to understand the external relations strategy implemented by the Immigration Office through the service post. The objective of this study is to examine how the Immigration Office Class I Non-TPI Bogor carries out its external relations strategy through the Information and Complaint Service Post, analyzed through the dimensions of reliability, responsiveness, assurance, and empathy. This research adopts a qualitative approach using a case study method within an interpretive paradigm. The theoretical framework applied is the SERVQUAL model by Kotler & Keller, focusing on four key service quality dimensions: reliability, responsiveness, assurance, and empathy. The results indicate that the Information and Complaint Service Post plays a significant role in delivering information and handling public complaints in a structured manner. In terms of reliability, officers provide accurate information and consistent service. Responsiveness is reflected in their prompt handling of questions and complaints. Assurance is demonstrated through staff competence in explaining procedures and safeguarding personal data. Meanwhile, empathy is shown through friendly and attentive service tailored to individual needs. In conclusion, the Immigration Office Class I Non-TPI Bogor implements an external relations strategy through its public communication services, as carried out by officers at the Information and Complaint Service Post, based on service quality principles encompassing reliability, responsiveness, assurance, and empathy.

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