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All Journal Jurnal Manajemen Pelayanan Publik Muqoddima: Jurnal Pemikiran dan Riset Sosiologi TEMATICS : TECHNOLOGY MANAGEMENT AND INFORMATICS RESEARCH JOURNALS Jurnal Visi Komunikasi AKADEMIK: Jurnal Mahasiswa Humanis
Priyatno, Mas Budi
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Religion Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Social Sciences Transportation Other

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MENDORONG DIGITALISASI LAYANAN PASPOR: EFEKTIVITAS STRATEGI MEDIA SOSIAL DI KANTOR IMIGRASI KELAS III NON TPI KALIANDA Fauzi, Yusron; Maulidia, Hanifa; Firlana, Habbi; Priyatno, Mas Budi
Jurnal Visi Komunikasi Vol 23, No 02 (2024): November 2024
Publisher : Universitas Mercu Buana

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22441/visikom.v23i02.30341

Abstract

Penggunaan digitalisasi saat ini sangat berpengaruh dalam pelaksanaan pelayanan publik, salah satunya melalui Aplikasi M-Paspor. Sehingga penting untuk dikaji bagaimana informasi mengenai Aplikasi M-Paspor dapat tersampaikan kepada masyarakat, salah satunya melalui media Instagram. Penelitian ini bertujuan untuk menganalisis pelaksanaan penyebaran informasi mengenai aplikasi M-Paspor melalui media sosial Instagram dalam meningkatkan kualitas layanan pelayanan paspor di Kantor Imigrasi Kelas III Non-TPI Kalianda. Selain itu, untuk mempermudah pelayanan pendaftaran paspor pada aplikasi M-Paspor dengan menghadapi tantangan dalam penyebaran informasi, terutama pada pemohon yang berada di wilayah kerja Kantor Imigrasi Kelas III Non TPI Kalianda yang gagap teknologi. Metode penelitian yang digunakan adalah deskriptif kualitatif melalui observasi lapangan, wawancara, dan tinjauan pustaka. Hasil penelitian menunjukkan bahwa meskipun pelaksanaan penyebaran informasi Aplikasi M-Paspor telah memenuhi dimensi komunikasi publik akan tetapi jangkauan, kemampuan dan keterlibatan masyarakat pada media sosial masih minim, sehingga diperlukan upaya strategis yang telah diuraikan pada penelitian ini. Melalui upaya strategis yang telah dirancang diharapkan dapat menjadi pedoman dan acuan tersendiri yang diwujudkan oleh Kantor Imigrasi Kelas III Non TPI Kalianda dalam bentuk Standar Operasional Prosedur (SOP) Pengelolaan Konten Media Sosial Kantor Imigrasi. 
RESPONSIVITAS SEBAGAI KATALIS KEPUASAN PELAYANAN KEIMIGRASIAN: KAJIAN LITERATUR TERHADAP INOVASI DIGITAL M-PASPOR DAN EAZY PASSPORT Malik, Rangga Aditya Safruddin; Priyatno, Mas Budi; Wibowo, Pascalis Danny Kristi
TEMATICS: Technology Management and Informatics Research Journals Vol 7 No 1 (2025): TEMATICS: Technology ManagemenT and Informatics Research Journals
Publisher : Polteknik Imigrasi

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Abstract

Penelitian ini bertujuan untuk menganalisis hubungan antara responsivitas dan kepuasan pemohon dalam pelayanan keimigrasian di Indonesia melalui pendekatan studi pustaka kualitatif. Seiring meningkatnya tuntutan masyarakat terhadap pelayanan publik yang efisien dan humanis, responsivitas menjadi dimensi penting dalam penyelenggaraan layanan, khususnya pada sektor keimigrasian. Dengan merujuk pada berbagai studi empiris terkini dan kerangka teori seperti SERVQUAL dan pendekatan pelayanan publik berbasis HAM, penelitian ini mengeksplorasi kontribusi inovasi layanan digital seperti aplikasi M-Paspor dan program Eazy Passport dalam meningkatkan responsivitas. Meskipun inovasi digital membawa dampak positif, tantangan seperti kendala teknis, kesenjangan regional, serta kompetensi petugas masih menjadi hambatan. Hasil kajian menunjukkan bahwa responsivitas tidak hanya berpengaruh terhadap kepuasan, tetapi juga terhadap tingkat kepercayaan masyarakat terhadap institusi. Penelitian ini merekomendasikan penguatan infrastruktur digital, pelatihan petugas, harmonisasi kebijakan, dan penguatan tata kelola yang inklusif. Kesimpulannya, pendekatan kolaboratif dan terintegrasi menjadi kunci dalam mewujudkan layanan keimigrasian yang responsif dan adaptif terhadap kebutuhan masyarakat.
Sosialisasi Pelayanan Prima Dalam Permohonan Paspor Republik Indonesia Di Kantor Imigrasi Kelas I TPI Bengkulu Retno Sari, Dinda Ayu; Maulidia, Hanifa; Priyatno, Mas Budi; Jannah, Rahmawati Nurul; Utami, Devina Yuka
Muqoddima: Jurnal Pemikiran dan Riset Sosiologi Vol 3 No 2 (2022): Muqoddima: Jurnal Pemikiran dan Riset Sosiologi
Publisher : Laboratorium Sosiologi, Program Studi Sosiologi, Fakultas Ilmu Sosial, Universitas Nahdlatul Ulama Indonesia (UNUSIA) Jakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47776/10.47776/MJPRS.003.02.02

Abstract

TPI Bengkulu Class I Immigration Office as a public service sector in the field of immigration strives to provide excellent service facilities for every community, especially applicants Republic of Indonesia passport. The services provided by employees are in accordance with standard operating procedures for services, but there are still applicants whose needs have not been met. So that it is still necessary to increase employee competence through socialization of excellent service. The existence of various backgrounds of applicants both in terms of culture, education, customs and others causes complaints from applicants for passports of the Republic of Indonesia to still exist. However, the percentage is relatively small compared to the total number of passport applicants at the Immigration Office Class I TPI Bengkulu. This study aims to determine the process of implementing excellent service socialization for employees at the Immigration Office Class I TPI Bengkulu. The type of research method used is descriptive qualitative, with data collection techniques through observation, interviews and documentation. The results of the study show that the socialization of excellent service at the Immigration Office Class I TPI Bengkulu is secondary socialization according to Berger and Luckman (2019) which has been well implemented at the Immigration Office Class I TPI Bengkulu by using 6 indicators according to Chao (1994), namely performance proficiency), people, politics, language, organizational goals and values, and history (history).
Strategi Komunikasi Imigrasi dalam Membangun Persepsi Publik terhadap Layanan Paspor di Era Digital Ghanim, Muhammad Hafiz; Mastur, Anida Sri Rahayu; Priyatno, Mas Budi
AKADEMIK: Jurnal Mahasiswa Humanis Vol. 5 No. 3 (2025): AKADEMIK: Jurnal Mahasiswa Humanis
Publisher : Perhimpunan Sarjana Ekonomi dan Bisnis

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37481/jmh.v5i3.1643

Abstract

In the realm of public services, passport issuance has become increasingly dependent on effective communication strategies to foster positive public perception, particularly in the digital era. Misinformation, unclear service procedures, and the rise of fraudulent online accounts have underscored the need for transparent, timely, and interactive communication. This study aims to examine how immigration authorities can integrate digital platforms and two-way communication to build public trust and institutional credibility. Employing a qualitative literature review, relevant scholarly articles, books, official documents, and credible online sources were analyzed based on inclusion criteria focusing on communication strategies, public service quality, and digital engagement practices. The findings reveal that effective public communication in passport services requires: the selection of appropriate and culturally inclusive media channels, proactive and consistent information delivery, the use of interactive features such as chatbots, online complaint systems, and social media engagement, and empathetic, responsive service delivery. The integration of digital tools with symmetrical two-way communication, supported by the SERVQUAL dimensions of tangibles, reliability, responsiveness, assurance, and empathy, significantly enhances public trust and strengthens the institution’s image as transparent, professional, and citizen-oriented. This study highlights the strategic value of aligning technological innovation with human-centered communication practices to meet evolving public expectations in immigration services.
Integrating Good Governance, Integrity Zone, and Digitalization: A Synergistic Model for Immigration Service Reform in Indonesia Astuti, Rita Kusuma; Wirdhiningsih, Virra; Pujonggo, Seno Setyo; Jannah, Rahmawati Nurul; Maulidia, Hanifa; Priyatno, Mas Budi; Febrianto, Arief
Jurnal Manajemen Pelayanan Publik Vol 10, No 2 (2026): Jurnal Manajemen Pelayanan Publik
Publisher : Universitas Padjadjaran

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.24198/jmpp.v10i2.67624

Abstract

Public service reform in sensitive sectors like immigration requires a balance between sovereignty control and service excellence. This study aims to develop an effective reform model by synthesizing three strategic pillars: Good Governance (GG), the Integrity Zone (IZ) program, and Digitalization. Utilizing a qualitative policy synthesis and thematic analysis of institutional data (LKjIP 2024) and longitudinal records (2018-2024), the research evaluates the implementation trajectory of 103 immigration units in Indonesia. The findings reveal a "Compliance-Performance Gap," where structural certification under the IZ program does not always result in a total cultural mindset shift. However, digitalization emerges as a critical "technical enforcer" that locks integrity into the system by eliminating face-to-face discretion. The study proposes an Integrated Reform Model where GG provides the normative foundation, IZ provides the structural mandate, and Digitalization acts as the technical engine. This synergy ensures that the dual mandate of immigration—securing borders while facilitating public welfare—is achieved through transparent, accountable, and non-discretionary processes. The model provides a strategic blueprint for other public institutions facing complex bureaucratic challenges in emerging economies.
Co-Authors Arief Febrianto, Arief Devina Yuka Utami Fauzi, Yusron Ghanim, Muhammad Hafiz Habbi Firlana Jannah, Rahmawati Nurul Malik, Rangga Aditya Safruddin Mastur, Anida Sri Rahayu Maulidia, Hanifa Pascalis Danny Kristi Wibowo Pujonggo, Seno Setyo Retno Sari, Dinda Ayu Rita Kusuma Astuti Virra Wirdhiningsih