STRATEGIES TO IMPROVE THE QUALITY OF PASSPORT SERVICES IN IMMIGRATION OF INDONESIA

STRATEGI PENINGKATAN KUALITAS LAYANAN PASPOR DALAM KEIMIGRASIAN INDONESIA

  • Deandra Rizkiara Maheswari Politeknik Imigrasi
Keywords: Public service; Service Quality; Passport Service; Indonesia

Abstract

The Directorate General of Immigration, under the auspices of the Ministry of Law and Human
Rights of the Republic of Indonesia as a public organization, should provide public services to
the community. Various efforts have been made to provide the best passport services, but there
are still some complaints from the public and problems with passport services. Therefore, it is
crucial to improve the quality of passport services for Indonesian citizens. The problems
discussed in this study are how the strategy in improving the quality of passport-making services
can be applied by the Immigration Office in Indonesia and the obstacles faced in improving the
quality of passport services in Indonesia. The research method used in this research is a
qualitative method with a descriptive approach. The results of this study are that there are 4
(four) steps and strategies to improve the quality of passport services: Improving employee
competence in public services, meeting community needs, setting service standards and
standard operating procedures, and building a culture of excellent service.

Published
2020-04-08
How to Cite
Maheswari, D. R. (2020). STRATEGIES TO IMPROVE THE QUALITY OF PASSPORT SERVICES IN IMMIGRATION OF INDONESIA. Journal of Administration and International Development, 1(1), 35-54. https://doi.org/10.52617/jaid.v1i1.225