ANALISIS KINERJA PELAYANAN KEIMIGRASIAN (STUDI PADA KANTOR IMIGRASI KELASI KHUSUS JAKARTA BARAT)

• Main Authors: , Winda Arum Hapsari, , Dr. Wakhid Slamet Ciptono, MBA., MPM., Ph.D.
• Format: Theses and Dissertations NonPeerReviewed
• Published: [Yogyakarta] : Universitas Gadjah Mada 2012
• Subjects: ETD
• Online Access: https://repository.ugm.ac.id/98786/; http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=55077
• Institution: Universitas Gadjah Mada

The impact of large number of residents in West Jakarta and globalization has had an impact on increasing the traffic of people and goods between countries, so making national borders more easily penetrated by a variety of human interests such as trade, industry, tourism, etc. The development of culture and tourism are closely related to the implementation of immigration service functions in providing facilities and the influx of foreign tourists. Travel between countries in this era of globalization is not an extraordinary thing because the depletion of boundaries between countries is characterized by rapidly increasing quantity and quality of facilities available both means of transportation, communications, and travel services. To travel between countries, people need passport. Thus, the increased flow of traffic traveling between countries would automatically affect the increasing volume of activities and services performed by the Office of the Special Immigration Class I West Jakarta. But today there's also a weaknesses in public service especially in passports area, so it can not meet the expected quality of the community. Therefore it needs a study to analyze immigration service performance that affects the quality of service. The analysis was done by focusing on the calculation of Public Satisfaction Index (HPI) on the passport service, which is the benchmark to assess level of service quality and performance measurement which are presented in the form of Performance Accountability for Government Agencies (AKIP) which describes the level of achievement of a goal or goals set as basis for assessing the performance level of an organization. Research method used is the deployment of questionnaires to 150 (one hundred and fifty) immigration service users in service passports, in order to know the public perception of passport services. The spread of questionnaire carried out in order to support the calculation of public satisfaction index which is a key indicator of service quality assessment. Performance measurements was done to compare the achievement of performance targets between the target and the budget realization which are adjusted to the work plan in a certain period of time. The results showed that the quality of service passports that have been implemented by the Office of the Immigration Class I West Jakarta is GOOD, this can be seen on the results of public satisfaction index calculation. While performance measurement in Office of the Immigration Class I West Jakarta showed a GOOD, this can be seen from the analytical calculation of achievement of performance targets. Although the quantitative results of the calculation of service quality has a good value, but in fact there are still complaints submitted by users of immigration services, especially on service passports. This occurs due to increased the demand of satisfaction level of service which come users in line with the increasing level of legal awareness and knowledge of users, in addition to the impact of various factors that influence such as globalization, the increasing flow of traffic traveling abroad and the factors other.