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All Journal International Journal of Social Science and Humanity Jurnal Pendidikan dan Sosial Humaniora
Dandy Patrija Wirawan
Universitas Dr. Soetomo Surabaya
Humanities Education Languange, Linguistic, Communication & Media Social Sciences

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Inovasi Layanan Jemput Bola (Eazy Passport) Oleh Kantor Imigrasi Surabaya: Strategi Peningkatan Aksesibilitas Layanan Keimigrasian Ahmad Fitroni; Sri Kamariyah; Ika Devy Pramudiana; Dandy Patrija Wirawan
Khatulistiwa: Jurnal Pendidikan dan Sosial Humaniora Vol. 5 No. 2 (2025): Juni : Khatulistiwa: Jurnal Pendidikan dan Sosial Humaniora
Publisher : AMIK Veteran Purwokerto

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55606/khatulistiwa.v5i2.6269

Abstract

Access to fast, easy, and humane immigration services is a major challenge amidst the dynamics of urban community needs. The Surabaya Immigration Office responded to this condition through an innovative outreach service known as Eazy Passport. This innovation is designed to reach service users who have limited time and mobility. This study aims to evaluate the effectiveness of the Eazy Passport innovation in improving the accessibility of immigration services, using Parasuraman's service quality theory approach as an analytical framework. This type of research is descriptive qualitative. Data collection was conducted through in-depth interviews, field observations, and documentation of immigration officers and Eazy Passport service users. The main research instrument was the researcher himself who played an active role in the data extraction process. Data analysis used data reduction techniques, data presentation, and drawing conclusions according to the Miles and Huberman model. The results of the study showed that the five dimensions of Parasuraman's theory—tangibles, reliability, responsiveness, assurance, and empathy—have been optimally implemented in the Eazy Passport service. This service has been proven to shorten service time, increase public satisfaction, and expand the reach of services without adding excessive administrative burdens. The conclusion of this study states that the innovation of the jemput bola service has succeeded in becoming an effective strategy in improving the accessibility and quality of immigration services in Surabaya. Further research is suggested to use a quantitative approach or mixed methods to compare the effectiveness of conventional and jemput bola services in the context of different regions or institutions.
Accelerating Smart Governance Through Mandatory Cashless Parking on Public Roads in Surabaya Kristyan Dwijosusilo; Nur Rusydina bt Khadzali; Dandy Patrija Wirawan; Zainal Fatah; Sapto Pramono
International Journal of Social Science and Humanity Vol. 1 No. 1 (2024): March : International Journal of Social Science and Humanity
Publisher : Asosiasi Penelitian dan Pengajar Ilmu Sosial Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62951/ijss.v1i1.639

Abstract

The digital transformation within the public sector has shifted from an optional advancement to a primary parameter for local government success in managing dynamic metropolitan areas. This research examines the acceleration of Smart Governance in Surabaya through the implementation of the mandatory non-cash parking policy on public roads. Using a qualitative approach with a descriptive-analytical design, the study explores how this transition redefine the relationship between the government, parking attendants, and citizens. Findings indicate that the policy effectively minimizes budget leakage and enhances fiscal transparency. The integration of digital payment systems has transformed traditional parking management into a data-driven service, fostering public trust through accountable financial tracking. Furthermore, the shift from cash to digital transactions has successfully professionalized the role of parking attendants within the urban ecosystem. However, success relies heavily on consistent infrastructure readiness and public literacy. The study concludes that Surabaya's non-cash parking model serves as a vital instrument for strengthening Regional Original Revenue (PAD) while modernizing urban governance. These implications suggest that digital integration is not merely a technical change but a fundamental shift in bureaucratic culture. This model provides a strategic framework for other Indonesian metropolitan cities aiming to implement similar digital-based public service innovations and sustainable smart city governance.
Co-Authors Ahmad Fitroni Ika Devy Pramudiana Kristyan Dwijosusilo Nur Rusydina bt Khadzali Sapto Pramono Sri Kamariyah Zainal Fatah