PERAN KOMUNIKASI ORGANISASI DALAM MENINGKATKAN KUALITAS LAYANAN PUBLIK DI KANTOR IMIGRASI

The Role Of Organizational Communication In Improving The Quality Of Public Services At The Immigration Office

Abstract

Effective organizational communication is a key element in ensuring high-quality public service delivery, particularly in Immigration Offices where interactions between officers and the public occur frequently. This study aims to analyze the role of organizational communication in improving public service quality at the Immigration Office through a literature-based approach. The research employs a qualitative descriptive method relying on secondary sources, including scientific journals, books, legal regulations, and relevant online publications. The findings indicate that organizational communication—whether vertical (superior-subordinate), horizontal (inter-departmental), or external (between institutions and the public)—has a significant influence on service efficiency, transparency, and user satisfaction. Communication barriers often lead to service delays and decreased public trust. Therefore, strengthening communication channels and fostering a collaborative work culture are crucial to ensuring sustainable, transparent, and accountable public service delivery.