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All Journal Dia: Jurnal Administrasi Publik Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Ilmiah Administrasi Bisnis dan Inovasi Jurnal Ilmiah Manajemen Publik dan Kebijakan Sosial Jurnal Loyalitas Sosial: Journal of Community Service in Humanities and Social Sciences Jurnal Mediasosian : Jurnal Ilmu Sosial dan Administrasi Negara AJAD : Jurnal Pengabdian kepada Masyarakat TRANSFORMASI : JURNAL PENGABDIAN PADA MASYARAKAT Asketik: Jurnal Agama dan Perubahan Sosial JKMP (Jurnal Kebijakan dan Manajemen Publik) MODERAT: Jurnal Ilmiah Ilmu Pemerintahan Indonesian Journal of Innovation Multidisipliner Research Journal of Innovative and Creativity Socious Journal Jurnal Ilmiah Riset dan Pengembangan Indonesian Journal of Innovation Multidisipliner Research
Kamariyah, Sri
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POLICY IMPLEMENTATION OF IMMIGRATION CLASS 1 TPI SURABAYA IN MONITORING FOREIGN NATIONALS FOR RESIDENCE PERMIT VIOLATIONS ON VISITOR VISA SUBJECTS FROM 2019-2022POLICY IMPLEMENTATION OF IMMIGRATION CLASS 1 TPI SURABAYA IN MONITORING FOREIGN NATIONALS FOR RESIDENCE PERMIT VIOLATIONS ON VISITOR VISA SUBJECTS FROM 2019-2022 Ginting S, Fadhlan; Augustinah, Fedianty; Widyawati, Widyawati; Kamariyah, Sri
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12181

Abstract

This research examines the implementation of the residency permit monitoring policy by Immigration Class 1 TPI Surabaya regarding violations of residency permits for visit visa subjects during the period of 2019-2022. The policy aims to enforce regulations concerning the presence of foreign nationals in Indonesia. However, its implementation faces various challenges, particularly in terms of communication, bureaucratic structure, resources, and the disposition or attitude of policy implementers. This study aims to evaluate the effectiveness of the policy and identify areas requiring improvement to enhance monitoring performance. This study employs a qualitative method with a descriptive approach. Data were collected through in-depth interviews with officers from Immigration Class 1 TPI Surabaya and an analysis of documents related to the policy and its implementation. The findings reveal that the effectiveness of inter-unit communication in conveying policy information only reaches 75%, leading to delays in information dissemination and field coordination. Additionally, a rigid and inefficient bureaucratic structure causes 70% of monitoring processes to experience obstacles. Resource limitations, both in terms of personnel and technological facilities, also hinder implementation, with only 65% of required resources available. The implementers' disposition, achieving only about 68%, indicates a lack of commitment and consistency in executing the policy. The conclusion of this research is that the implementation of the residency permit monitoring policy at Immigration Class 1 TPI Surabaya requires significant improvements in communication, bureaucratic structure, resources, and implementers' disposition. Recommendations include increasing personnel numbers, updating monitoring technology, and conducting regular training to enhance the attitude and competence of policy implementers.
EVALUATION OF PASSPORT SERVICE QUALITY THROUGH THE M-PASPOR APPLICATION IN SIMPLIFYING SERVICES AT THE CLASS I SPECIAL IMMIGRATION OFFICE, TPI SURABAYA Sutatak, Hafids; Augustinah, Fedianty; Pramudiana, Ika Devy; Kamariyah, Sri
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12182

Abstract

The development of information technology has driven the transformation of public services, including in the immigration sector, which is now transitioning to digitalization to improve efficiency. One of the innovations introduced is the M-Paspor application, which allows the public to apply for passports online to minimize classic issues such as long queues and bureaucratic inefficiencies. This study aims to evaluate the quality of passport services through the M-Paspor application at the Immigration Office Class I Special TPI Surabaya and identify challenges and opportunities in simplifying public services. The research employs a qualitative method to explore the perceptions and experiences of the public and immigration officers regarding the use of the M-Paspor application. Data were collected through in-depth interviews with passport applicants and immigration officers, as well as direct observations of service processes at the immigration office. The evaluation focuses on five dimensions of service quality: reliability, assurance, tangibles, empathy, and responsiveness, to provide a comprehensive understanding of the application's effectiveness in simplifying public services. The findings indicate that although the M-Paspor application has reduced some bureaucratic issues, several challenges remain, particularly concerning system reliability and the public's ability to use technology. Some users continue to face technical difficulties, such as frequent server errors, rapidly filled service quotas, and data entry errors that require them to repeat the registration process. The study concludes that while the M-Paspor application holds great potential to improve passport service quality, significant improvements in system stability, user education, and technological infrastructure are needed to achieve optimal results.
PUBLIC SERVICE QUALITY IN THE APPLICATION OF E-PBB AT THE REGIONAL REVENUE AGENCY (BAPENDA) SURABAYA Putri, Rosalina Mega; Pramudiana, Ika Devy; Kamariyah, Sri; Sunarya, Aris
DIA: Jurnal Administrasi Publik Vol. 23 No. 02 (2025): PUBLIC ADMINISTRATION
Publisher : Program Studi Doktor Ilmu Administrasi, FISIP, Universitas 17 Agustus 1945 Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.30996/dia.v23i02.12183

Abstract

This research examines the quality of public service in the application of E-PBB at the Regional Revenue Agency (BAPENDA) Surabaya, aiming to evaluate the effectiveness of the application in supporting ease, security, and citizen satisfaction in tax services. This study uses a qualitative method, collecting data through interviews and observations with E-PBB users and BAPENDA officers. Using Parasuraman's ServQual model, the analysis focuses on five service quality dimensions. The results indicate that in terms of reliability, the E-PBB application achieved 85% but still requires improvements in information accuracy and processing speed. In the assurance dimension, the application shows an 80% success rate but needs better information on security systems and more responsive technical support services. Regarding tangibles, the application achieved 75% and requires interface design improvements to make it more accessible and understandable for users. Additionally, empathy scored 70%, where users expect more friendly and informative direct support when facing technical difficulties. For responsiveness, the E-PBB application reached 78%, though there is a need to improve response speed to user inquiries and complaints. Based on these findings, several recommendations are proposed to improve the quality of the E-PBB application service, including a user education program, strengthening technological infrastructure, and enhancing data security protocols. An intensive user education program and easier access to help centers will assist users in understanding and operating the application independently. Investing in a more robust server system and regular maintenance will ensure the application operates steadily, especially during peak usage times. Additionally, strict security protocols such as data encryption and cybersecurity threat monitoring will provide users with a sense of security. These recommendations are expected to improve the public service quality provided through the E-PBB application, strengthen public trust, and enhance user satisfaction in fulfilling their tax obligations online.
Co-Authors Amirul Mustofa Andry Herawati Anggoro, Bagus Arfani, Mochammad Arinda, Tata Novia asnawi, anita Astuti, Chistiana Astuti, Christiana Augustinah, fedianty Bahri, Mohammad Syaiful Bria, Adrianus Gusti Bria, Servinus Manek Devy Pramudiana, Ika Dwijosusilo, Kristyan Fahmi K Fatah, Zainal Ginting S, Fadhlan Hamdani, R. Kartono Hayyuisman, Asterisk Koeswinarti, Etty Lestari, Damajanti Sri Listyawati, Liling M. Khairul Anwar, M. Khairul Nihayatus Sholichah Nita Nurliawati Prahmana, Kresna Adhi Pramudiana, Ika Devi Pramudiana, Ika Devy Priyanto Priyanto Putri, Rosalina Mega Rafiatma, Zuhdi Ahmadi Rifaldi , Muhammad Roekminiati, Sri Rokhmah, Nur Hidayatul Sarwani Sarwani, Sarwani Sedarmayanti, Sedarmayanti Sholicah, Nihayatus Sholichah, Nihayatus Sunarya, Aris Susilo, Kristyan Dwijo Sutatak, Hafids Uyum, Lina Lafilatul Wicaksono, Lintang Permata Widyawati Widyawati