Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal Jurnal Manajemen Perhotelan dan Pariwisata
Tania Audrey Sujanto
Politeknik Pariwisata Bali
Economics, Econometrics & Finance Education Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
IMPLEMENTASI BUDAYA PELAYANAN PUBLIK PADA LAYANAN PASPOR BAGI WISATAWAN DI KANTOR IMIGRASI NGURAH RAI Tania Audrey Sujanto; Made Artajaya; Putu Surya Laksana Rahjasa
Jurnal Manajemen Perhotelan dan Pariwisata Vol. 9 No. 2 (2026): Jurnal Manajemen Perhotelan dan Pariwisata (IN PRESS)
Publisher : Universitas Pendidikan Ganesha

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.23887/jmpp.v9i2.117724

Abstract

Quality public service is a key factor in improving satisfaction, including for tourists arranging their passports. This study analyses the implementation of public service culture in passport services for domestic tourists at the Ngurah Rai Class I Special Immigration Office. A descriptive qualitative method with a single-case design was applied, involving 15 purposively selected informants consisting of 4 officers and 11 tourist applicants. Data were gathered through observation, in-depth interviews, and documentation, then analysed through reduction, display, and conclusion drawing, and validated through triangulation. The findings reveal an uneven pattern: system-backed values of responsibility and equality have become institutionalised, whereas professionalism, friendliness, and transparency, which depend on personal interaction, remain inconsistent, especially at peak hours. The study frames passport processing as part of the tourist's pre-travel experience, so that the service culture of immigration offices helps shape the first impression of the journey.
Co-Authors Made Artajaya Putu Surya Laksana Rahjasa