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All Journal Lingua Didaktika: Jurnal Bahasa dan Pembelajaran Bahasa Krisna: Kumpulan Riset Akuntansi PREMISE: Journal of English Education and Applied Linguistics PengabdianMu: Jurnal Ilmiah Pengabdian kepada Masyarakat JURNAL TAHURI Decode: Jurnal Pendidikan Teknologi Informasi Didaktika Jurnal Kelola : Jurnal Ilmu Sosial COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Jurnal Teknik Mesin Sinergi Scientium Management Review Jurnal Pengabdian Pada Masyarakat Innovative: Journal Of Social Science Research Jurnal Krakatau (Indonesian of Multidiciplinary Journal) Pedagogi : Jurnal Pendidikan dan Pembelajaran Journal of Elementary Education: Strategies, Innovations, Curriculum, and Assesment Publician: Journal of Public Service, Public Policy, and Administrastion Paradigma Journal of Administration Maddah: Journal of Advanced Dawah Management Research Science: Indonesian Journal of Science LoroNG Journal of Islamic Economics and Finance
Irma Damayanti
Fakultas Ilmu Administrasi Universitas Brawijaya
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Journal : Paradigma Journal of Administration

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Implementasi Pelayanan Administrasi Di Kantor Imigrasi Kelas I Khusus TPI Makassar: Studi Pada Permohonan Paspor Dan Izin Tinggal Warga Negara Asing Damayanti, Irma; Bahri, Syamsul; Juharni, Juharni
Paradigma Journal of Administration Vol. 3 No. 2 (2025): Paradigma Journal of Administration, Desember 2025
Publisher : Postgraduate Bosowa University Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35965/pja.v3i2.7390

Abstract

Penelitian ini bertujuan untuk menganalisis kualitas pelayanan administrasi serta implementasi asas pelayanan publik di Kantor Imigrasi Kelas I Khusus TPI Makassar, khususnya pada proses penerbitan paspor dan pengelolaan izin tinggal bagi warga negara asing sebagai bagian dari fungsi pelayanan keimigrasian. Penelitian ini menggunakan metode deskriptif kualitatif dengan teknik pengumpulan data melalui observasi langsung, wawancara mendalam, serta analisis dokumentasi resmi. Informan dalam penelitian ini dipilih secara purposive yang terdiri atas pejabat struktural, pegawai pelaksana, dan masyarakat pengguna layanan, baik WNI maupun WNA. Hasil penelitian menunjukkan bahwa secara umum kualitas pelayanan administrasi di kantor tersebut telah berjalan cukup baik dan telah memenuhi sebagian besar indikator pelayanan publik yang ditetapkan dalam regulasi. Berdasarkan analisis dimensi kualitas pelayanan, diketahui bahwa aspek bukti fisik, kepastian layanan, dan empati pegawai telah terlaksana dengan cukup baik. Namun demikian, aspek daya tanggap dan kecepatan pelayanan masih perlu ditingkatkan, terutama dalam menghadapi lonjakan permohonan layanan serta penanganan keluhan masyarakat. Dari sisi implementasi asas pelayanan publik, aspek akuntabilitas, keadilan, dan partisipatif telah diterapkan dengan baik, tetapi aspek transparansi dan efektivitas pelayanan masih mengalami kendala akibat keterbatasan infrastruktur teknologi, sistem antrean digital yang belum optimal, serta rendahnya literasi digital masyarakat pengguna layanan. Dengan demikian, meskipun Kantor Imigrasi Kelas I Khusus TPI Makassar telah menunjukkan perkembangan positif dalam meningkatkan pelayanan administrasi, tetap diperlukan peningkatan sosialisasi prosedur layanan, pelatihan pegawai, dan pengembangan inovasi berbasis teknologi agar pelayanan publik semakin responsif, transparan, efektif, serta berorientasi pada kepuasan masyarakat. This study aims to analyze the quality of administrative services and the implementation of public service principles at the Class I Special Immigration Office TPI Makassar, with a specific focus on passport issuance and residence permit processing for foreign nationals as core immigration service functions. The research employs a qualitative descriptive method, with data collection comprising direct observations, in-depth interviews, and document analysis. Informants were selected purposively and included structural officials, service officers, and service users, both Indonesian citizens and foreign nationals. The findings indicate that the overall quality of administrative services has been carried out fairly well and has met several public service standards mandated by relevant regulations. Analysis of the service quality dimensions revealed that physical evidence, service assurance, and employee empathy have been adequately implemented. However, responsiveness and service speed still require improvement, particularly in handling service peaks and responding to user complaints efficiently. Regarding the implementation of public service principles, accountability, fairness, and participatory involvement have been properly enforced, while transparency and service effectiveness remain constrained by limited technological infrastructure, suboptimal digital queue systems, and low digital literacy among service users. Therefore, although the Class I Special Immigration Office TPI Makassar has made progress in strengthening administrative services, further efforts are needed to expand public communication, improve staff capacity, and develop technology-driven service innovations to ensure that public service delivery is more transparent, effective, responsive, and user-centered.
Co-Authors AA Sudharmawan, AA Afrisal, Ade ferry Alfikri, Muhammad Nabil Ali, Nabila Nurhaliza Andayani , Sri Astutik Aqsa, Muh Nur Arief Rachman Hakim Arna Purtina Artika, Zahra Dwi Dias Ayu Budi Utami, Dias Ayu Budi Effendi, Erwan Erwan Efendi Fatonah, Khusnul Ginting, Nadia Shaliha br Hafifah, Vivin Nur Hafizhah, Aqilah Handayani, Vina Hidayani, Hidayani Ilmi Marbun, Miftahul Juharni, Juharni Kadir, Nuraeni Marisa, Mawar Miranti Miranti Muhammad Nabil Alfikri Mujazi, Mujazi Mukarto, F. X. Mukarto, Fransiskus Xaverius Mulyawati, Fauzia Novien Rialdy Nurshandi, Muhamad Pani Akhiruddin Siregar Prastyadi Wibawa Rahayu Putri, Magdalena Tri Ratnawati, Oktaviana Ainun Rizaldi, Muhammad Sadikin, Irma Savitri Sagala, Rony Pernando Setiyo Adi Nugroho Siegfried Syafier, Siegfried Subarkah, Pungkas Syaharuddin Rasyid Syamsul Bahri Toaha, Muhammad Triady, Bagus Uswatul Hasanah Mihdar Wardana, Deni Wetik, Fransisco Rivaldy Widjojoko Wildan, Wili Wirayuda, Sagap Zainal, Nining Haslinda