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All Journal Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen Dan Bisnis
Villia Priska
Politeknik Negeri Manado
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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Analisis Kualitas Pelayanan Berbasis Digital dalam Proses Pengajuan dan Penyerahan Paspor Kepada Pemohon di Kantor Imigrasi Kelas I TPI Manado Villia Priska; Meiske Wisye Manopo; Margaretha Anatje Rundengan
Jurnal Manuhara : Pusat Penelitian Ilmu Manajemen dan Bisnis Vol. 4 No. 4 (2026): Jurnal Manuhara: Pusat Penelitian Ilmu Manajemen dan Bisnis
Publisher : Asosiasi Riset Ilmu Manajemen Kewirausahaan dan Bisnis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/manuhara.v4i4.2875

Abstract

The implementation of electronic services through the M-Paspor application represents digital transformation in Indonesia’s immigration sector, including the Class I TPI Immigration Office of Manado. However, implementation still faces technical disruptions, limited digital literacy, and lengthy interview queue waiting times. This study aims to describe and analyze digital-based services in passport application and delivery, implementation according to Standard Operating Procedures (SOP), and their contribution to public satisfaction. A qualitative descriptive method was employed. Data were collected through in-depth interviews, observation, and documentation involving six informants, consisting of three service officers and three passport applicants. Service quality was analyzed using Sinambela’s (2017) six indicators: transparency, accountability, conditionality, participation, equal rights, and the balance of rights and obligations. The results indicate that M-Paspor-based services are generally understood and implemented according to SOP, with relatively high applicant satisfaction. Information transparency is fairly good, although completion-time estimates, rescheduling provisions, and document upload formats require clarification. Perceptions differ regarding equal rights, as some applicants still perceive unfair treatment. Network disruptions, system errors, and delayed OTP codes remain major obstacles, while participation in feedback and complaints is low. Strengthening system capacity, information clarity, and participation features is therefore needed to improve digital passport services.
Co-Authors Margaretha Anatje Rundengan Meiske Wisye Manopo