MANAJEMEN KOMUNIKASI LINTAS BUDAYA DALAM PELAYANAN KEIMIGRASIAN : PENGALAMAN WNA CHINA DI INDONESIA

CROSS-CULTURAL COMMUNICATION MANAGEMENT IN  IMMIGRATION SERVICES: THE EXPERIENCE OF CHINESE  CITIZENS IN INDONESIA

Abstract

Globalization has intensified cross-cultural interactions, particularly in public  service sectors such as immigration. Indonesia, as a destination country for international  mobility, has recorded a significant increase in the arrival of Chinese foreigner, reaching  131,155 individuals by March 2025, with 83,079 visas issued. This situation requires  immigration services that are not only accurate and timely but also culturally sensitive. This  study aims to examine the role of cross-cultural communication management in enhancing

the effectiveness of immigration services for Mandarin-speaking communities. Using a  qualitative-descriptive approach and literature review, this article analyzes key cultural  dimensions such as social hierarchy, collectivism, and long-term orientation common within  Chinese society and how these factors influence communication patterns and service  expectations during visa application processes. The findings reveal that failure to  accommodate cultural differences may lead to dissatisfaction, while appropriate  communicative adaptation fosters greater trust and satisfaction with immigration  institutions. Therefore, understanding and applying principles of cross-cultural  communication is a crucial strategy in delivering inclusive and professional immigration  services.