KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I KOTA BOGOR
The purpose of this study is to determine the passport service quality at Class I Immigration Office of Bogor.
The theory used in this research is put forward by Parasuraman, Berry and Zeithaml (Ratminto & Septi Winarsih, 2005: 175), which consists of five dimensions of service quality : Tangible, Reliability, Responsiveness, Assurance and Empathy. The method used is descriptive analysis using quantitative approach. Data analysis technique used is the calculation of Weight Mean Score (WMS). Data collection techniques used are literature studies and field studies. The study population consists of 220 respondents consisting of Applicants and Passport Officers. While the sampling technique used is the saturated technique sampling to officers and incidental sampling to the applicants. The samples using Yamane formula so that the samples obtained are 87 respondents.
Research result of service quality in making passport at Bogor immigration office is considered to be good, because of the processing of a questionnaire made to the applicant's passport 67 samples obtained is score of 3.67 (in scale of 5), which is included in the “good” category. Nevertheless there are many grievances felt by the applicant. This occurs due to less extent of the lounge to the applicant, the speed of completing the passport, guarantee timely completion of the passport, and the discriminatory treatment which actually is for the elderly, toddlers, pregnant and breastfeeding.
Keywords: Service Quality, Five Dimension of Service Quality, Passport.
Undang – Undang Nomor 8 Tahun 2014 Tentang Surat Perjalanan Republik
Sumber Buku :
Pelayanan Publik. Yogyakarta: Gadjah Mada University Press.
Hardiyansyah, (2011) Kualitas Pelayanan Publik (Konsep, Dimensi, Indikator
dan Implementasinya). Yogyakarta: Penerbit Gava Media.
Sugiyono, (2011) Metode Penelitian Administrasi. Bandung: Penerbit
Fandy. 2008. Service Management: Mewujudkan Layanan Prima. Yogyakarta: Andi
Tayyib, Muhammad. (2015) Kualitas Pelayanan Paspor di Kantor Imigrasi
Kelas I Makassar, Makassar: FISIP Universitas Hasannudin.
Sumber Jurnal :
Wicaksono, Kristian W. (2015). Kualitas Pelayanan Pembuatan Paspor di
Kantor Imigrasi Kelas I Bandung, Banten: FISIP Universitas Sultan Ageng Tirtayasa.
Authors who publish with Jurnal Governansi agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in Jurnal Governansi.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in Jurnal Governansi.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.