IMPLEMENTASI BUDAYA PELAYANAN PUBLIK PADA LAYANAN PASPOR BAGI WISATAWAN DI KANTOR IMIGRASI NGURAH RAI

Tania Audrey Sujanto (Politeknik Pariwisata Bali)
Made Artajaya (Politeknik Pariwisata Bali)
Putu Surya Laksana Rahjasa (Politeknik Pariwisata Bali)

Jurnal Manajemen Perhotelan dan Pariwisata
Vol. 9 No. 2 (2026): Jurnal Manajemen Perhotelan dan Pariwisata (IN PRESS)

Quality public service is a key factor in improving satisfaction, including for tourists arranging their passports. This study analyses the implementation of public service culture in passport services for domestic tourists at the Ngurah Rai Class I Special Immigration Office. A descriptive qualitative method with a single-case design was applied, involving 15 purposively selected informants consisting of 4 officers and 11 tourist applicants. Data were gathered through observation, in-depth interviews, and documentation, then analysed through reduction, display, and conclusion drawing, and validated through triangulation. The findings reveal an uneven pattern: system-backed values of responsibility and equality have become institutionalised, whereas professionalism, friendliness, and transparency, which depend on personal interaction, remain inconsistent, especially at peak hours. The study frames passport processing as part of the tourist's pre-travel experience, so that the service culture of immigration offices helps shape the first impression of the journey.