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All Journal Jurnal Ilmu Sosial dan Ilmu Politik (JISIP) Pendas : Jurnah Ilmiah Pendidikan Dasar NUSANTARA : Jurnal Ilmu Pengetahuan Sosial JURNAL PENDIDIKAN TAMBUSAI JIKE : Jurnal Ilmu Komunikasi Efek Yustisia Merdeka : Jurnal Ilmiah Hukum Jurnal Daya Mas : Media Komunikasi dan Informasi Hasil Pengabdian dan Pemberdayaan Masyarakat Sosial : Jurnal Ilmu-Ilmu Sosial Al-Ittishol : Jurnal Komunikasi dan Penyiaran Islam International Journal of Science and Environment Innovative: Journal Of Social Science Research Indonesian Journal of Multidisciplinary Sciences Jurnal Mediakita : Jurnal Komunikasi dan Penyiaran Islam Social Science Academic Jurnal Pengabdian Masyarakat dan aplikasi Teknologi Intelektual: Jurnal Administrasi Publik dan Ilmu Komunikasi Horizon: Indonesian Journal of Multidisciplinary EDUJAVARE: International Journal of Educational Research Journal of Creative Power and Ambition (JCPA) PESHUM INJECT Interdisciplinary Journal of Communication PERSEPTIF: Jurnal Ilmu Sosial dan Humaniora
Hariyani, Nunik
Universitas Merdeka Madiun
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Physics Public Health Social Sciences Other

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Strategi Komunikasi Hibrida dan Pengalaman Pemohon Paspor di Kantor Imigrasi Kelas II Non TPI Madiun Idha Mutika Fitriani; Nunik Hariyani; Zulin Nurchayati
Indonesian Journal of Multidisciplinary Sciences (IJoMS) Vol. 5 No. 2 (2026): Indonesian Journal of Multidisciplinary Sciences (IJoMS)
Publisher : CV. Era Digital Nusantara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59066/ijoms.v5i2.2861

Abstract

Quality public services require effective communication strategies so that information can be conveyed properly to service users. This study aims to analyze the public service communication strategies implemented by the Class II Non-TPI Madiun Immigration Office in passport services, explore applicant experience, and identify implementation obstacles. This study employed a qualitative approach with a single-case study design. Informants were selected using purposive sampling, consisting of three institutional representatives and one passport applicant. Data were collected through in-depth interviews, observations on 6–13 May 2026, and documentation. Data analysis used the interactive model of Miles, Huberman, and Saldaña. The analytical framework integrated Lasswell’s Model, Excellence Theory, and SERVQUAL as interpretive lenses rather than measurement instruments. The results indicate that the office implements communication strategies through a combination of direct and digital communication. Officers emphasize clear information, interpersonal adaptation, and service responsiveness. However, the applicant obtained initial information from a friend and reported difficulties with M-Paspor, parking, and reception staff friendliness. Other reported obstacles include administrative document discrepancies and limited human resources. The case suggests that access to digital information needs to be distinguished from procedural understanding, with interpersonal clarification offering a possible bridge. This exploratory interpretation is limited by the predominance of institutional informants and does not establish population-level satisfaction or a causal relationship. Practical implications include simpler procedural information, accessible assistance, and documented follow-up to applicant feedback.
Co-Authors Abdul Muhid Ade Bayu Saputra Alfiana Yuniar Rahmawati Azizah Choirunisa Azzahra Azizah Choirunisa Azzahra Azola Dwi Yuliasari Bintang Alfu Nugraha Christian Budiman Danendro Bari Satriawan Enricco Alend Tribuono Faishal Azizi Fajar Arifin Wijanarko Farhan Nur Fauzan Fathur Rahman Fikri Hasan Hermin Indah Wahyuni Huditta Nur'aini Putri Huditta Idha Mutika Fitriani Jayadi Jayadi Kinanti Christya Wulandari Kusuma, Gita Dwi Rahayu Muhammad Chandra Irawan Offy Ayuningtiyas Pranoto, Muhammad Agum Ratna Wati Regita Valentine Andhia Astuti Renati, Nadia Rizhal Putra Pratama Ryan Subastian SATRIA WIJAYA DEWA SAPUTRA Sejati, Veny Ari Zulin Nurchayati Zulin Nurchayati