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All Journal JIHAD : Jurnal Ilmu Hukum dan Administrasi
Buti, Graceana Elma Mau
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Law, Crime, Criminology & Criminal Justice

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Analysis of Public Service Quality at the Class II TPI Atambua Immigration Office Buti, Graceana Elma Mau; Taek, Petrus Ans Gregorius; Sae, Donatus; Mbiri, Adeodatus Januario Barros; Bulqiyah, Hasanul
JIHAD : Jurnal Ilmu Hukum dan Administrasi Vol 7, No 4 (2025): JIHAD : Jurnal Ilmu Hukum dan Administrasi
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/jihad.v7i4.9800

Abstract

In the current era of rapidly advancing technology, the quality of public services has become an important issue frequently encountered across various sectors of public facilities. One visible indication is the continued existence of public complaints regarding suboptimal service delivery, often expressed through different technological platforms. This situation has led to the emergence of negative perceptions among the public toward government officials responsible for providing public services. This study aims to analyze and understand the quality of public services at the Immigration Office Class II TPI Atambua. In practice, the officers at the Immigration Office strive to improve service quality by focusing on public interest, integrity, and professionalism. The research employs a qualitative method with a descriptive approach, referring to five dimensions of service quality: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. These five dimensions serve as the basis for evaluating the quality of services provided by the Immigration Office Class II TPI Atambua, with the expectation of achieving high-quality public service delivery. The results of the study indicate that the overall quality of public services in the passport application process at the Immigration Office Class II TPI Atambua is categorized as good. However, several aspects still require improvement, particularly in terms of service timeliness.
Implementation of the Policy of law Number 25 Of 2009 Concerning Public Services at the Investment and One-Door Integrated Services Service of Belu Regency Bere, Joseph Franky Leto; Atok, Fransiskus; Buti, Febriani Martins Nai; Buti, Graceana Elma Mau
JIHAD : Jurnal Ilmu Hukum dan Administrasi Vol 7, No 4 (2025): JIHAD : Jurnal Ilmu Hukum dan Administrasi
Publisher : Lembaga Penelitian dan Pendidikan (LPP) Mandala

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.58258/jihad.v7i4.9742

Abstract

The Investment and One-Stop Integrated Service Office of Belu Regency provides public services for residents in Belu Regency to meet their needs in accordance with laws and regulations. In the implementation of services, various obstacles are still encountered, one of which is the low and minimal human resources, both in quality and quantity. The purpose of this study is to describe and analyze the implementation of policies at the DPMPST of Belu Regency. This study uses the Policy Implementation Model proposed by George Edwards III. Policy implementation is examined from four factors, namely: communication, resources, disposition, and bureaucratic structure. The study uses qualitative methods, with data collection techniques through interviews, observation, and documentation. The results of the study indicate that the implementation of the Public Service Mall in Belu Regency has been running in accordance with the provisions of laws and regulations, then to measure the performance of the organizers, a Public Satisfaction Survey was conducted for the period January to June 2025, the quality of service showed very good results with a KIM value of 99.28.
Co-Authors Atok, Fransiskus Bere, Joseph Franky Leto Buti, Febriani Martins Nai Hasanul Bulqiyah Mbiri, Adeodatus Januario Barros Sae, Donatus Taek, Petrus Ans Gregorius