KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS II SAMBAS

Abstract

This study aimed to understand the Quality of General Passport Making Service in Class II Immigration Office of Sambas. The research problem was that the quality of 48 pages-ordinary passport making service was not optimal yet. This study used a descriptive research method with a qualitative approach. This study used Fitzimmons’s public service quality theory (in Sinambela et. al, 2016:7) which consisted of Reliability, Responsiveness, Assurance, Empathy, and Tangibles. The results showed that the employees were quite good in carrying out their duties at the Class II Immigration Office of Sambas, especially in using computers, all employees were reliable in serving and for applicant’s problems in using the online system. The results showed that there was unresponsiveness from the employees who performed services with the community such as people who wanted to ask complts and the problem was always directed to the other employees. And there were still employees who did discrimination in providing services in passport processing such as giving queue number C to their families and relatives when the queue number C is onl reserved for toddlers under 5 years old and elrderly over 60 years old. Lastly, the results also showed that there were less friendly employees to the service customers who came and the human resources owned by the Class II Immigration Office of Sambas were sufficient but the services provided were not optimal. 

Keywords: Result, Quality, 48 pages-Ordinary Passport