Kualitas pelayanan publik pengurusan Paspor pada kantor Imigrasi Kelas I Jakarta Timur

Menanda, Imas Della (2022) Kualitas pelayanan publik pengurusan Paspor pada kantor Imigrasi Kelas I Jakarta Timur. Sarjana thesis, UIN Sunan Gunung Djati Bandung.

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Abstract

INDONESIA : Penelitian ini mendeskripsikan kualitas pelayanan dari pengurusan paspor yang dapat dilihat dari aktivitas yang telah dilakukan didalam pengurusan paspor yang dilakukan oleh Kantor Imigrasi Kelas 1 TPI Jakarta Timur. Penelitian ini bertujuan untuk mengetahui bagaimana kualitas pelayanan pengurusan paspor yang dilaksanakan oleh Kantor Imigrasi Kelas 1 TPI Jakarta Timur berdasarkan lima dimensi menurut Zeitahml yaitu Tangibles (Ketampakan fisik), Reliability (Reliabilitas /Kehandalan), Responsiveness (Responsivitas /Ketanggapan), Assurance (Jaminan/kepastian), Empathy (Empati). Pembahasan mengenai pembuatan paspor ini menarik karena pada era globalisasi seperti saat ini, pergerakan warga Negara yang satu ke Negara yang lain merupakan hal lumrah. Untuk itu maka diperlukan paspor sebagai dokumen yang digunakan untuk memenuhi syarat ketika mengunjungi Negara lain.Selain itu, pentingnya paspor untuk seseorang yang hendak mengunjungi Negara lain yakni sebagai pengakuan Negara dihadapan warga. Dikarenakan didalam paspor berisi identitas kewarganegaraan seseorang. Maka dariitu, paspor adalah jaminan yang diberi pemerintah untuk warganya, serta dijadikan sebagai perlindungan hukum bagi pemegang paspor Metode yang digunakan dalam penelitian ini adalah metode penelitian kualitatif deskriptif yang menggunakan analisis wawancara mendalam dengan beberapa narasumber. Berdasarkan hasil dari dilaksanakannya penelitian serta pembahasan tentang kualitas pelayanan paspor di Kantor Imigrasi Kelas I Jakarta Timur, ada beberapa aspek yang sudah memenuhi kualitas pelayanan dalam pengurusan paaspor di Kantor Imigrasi KelasI Jakarta Timur, yaitu dimensi Responsivness dan Empathy. Selain itu masih ada beberapa dimensi yang belum memenuhi kualitas pelayanan dalam pengurusan paaspor di Kantor Imigrasi KelasI Jakarta Timur, seperti pada dimensi Tangibles (Ketampakan fisik), Reliability (Reliabilitas/Kehandalan), dan Assurance (Jaminan/kepastian). ENGLISH : This study describes the service quality of passport management which can be seen from the activities that have been carried out in passport processing carried out by the Immigration Office Class 1 TPI East Jakarta. This study aims to determine how the quality of passport processing services carried out by the Immigration Office Class 1 TPI East Jakarta based on five dimensions according to Zeitahml, namely Tangibles, Reliability, Responsiveness, Assurance, Empathy . The discussion about making passports is interesting because in the current era of globalization, the movement of citizens from one country to another is commonplace. For this reason, a passport is needed as a document that is used to fulfill the requirements when visiting other countries. In addition, the importance of a passport for someone who wants to visit another country is as a state recognition in front of citizens. Because the passport contains a person's national identity. Therefore, a passport is a guarantee given by the government to its citizens, as well as being used as legal protection for passport holders The method used in this study is a descriptive qualitative research method that uses in-depth interview analysis with several sources. Based on the results of the research and discussion of the quality of passport services at the East Jakarta Class I Immigration Office, there are still several dimensions that do not meet the quality of service in passport management at the East Jakarta Class I Immigration Office, such as the Tangibles dimension , Reliability, and Assurance.

Item Type: Thesis (Sarjana)
Uncontrolled Keywords: Kualitas Pelayanan; Paspor; Kantor Imigrasi
Subjects: Administration of The Physical Plant
Political dan Government Science > Research and Statistical Methods
Political dan Government Science > State
Political dan Government Science > Structure and Functions of Government
Public Administration
Public Administration > Dictionaries and Encyclopedia
Public Administration > General Publications of Public Administration
Public Administration > Research, Related Topics
Public Administration > Public Administration in Socioeconomic Areas
Public Administration > Public Administration in Specific Localities
Public Administration > Public Administration in Indonesia
Divisions: Fakultas Ilmu Sosial dan Ilmu Politik > Program Studi Administrasi Publik
Depositing User: Imas Della menanda
Date Deposited: 26 Sep 2022 05:42
Last Modified: 26 Sep 2022 05:42
URI: https://digilib.uinsgd.ac.id/id/eprint/58086

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