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Socious Journal
Published by PT Anagata Sembagi Education
ISSN : -     EISSN : 3032677X     DOI : https://doi.org/10.62872/sy3ma326
Core Subject : Education, Social,
Education Environmental Science Social Sciences Other
The journal publishes original articles on current issues and trends occurring internationally in Public Administration, Business Administration, Communication Science, Government Science, Sociology, International Relations, geography, sociology education, geography education, tourism, community services
Arjuna Subject : Ilmu Sosial - Ilmu Sosial (Lain-Lain)
Articles 5 Documents
 1 
Search results for , issue "Vol. 1 No. 6 (2024): Socious Journal - December" : 5 Documents clear
Optimizing the Public Satisfaction Index (IKM) to Improve Public Service Quality: A Case Study at the Surabaya Immigration Office Mustofa, Amirul; Wahyu Deby Leksono, Achmad; Widyawati
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/4kykxd58

Abstract

Increasing public demand for quality public services has placed the Immigration Office in Surabaya under scrutiny. As a provider of administrative services, this office must optimize its performance to meet public expectations. However, maintaining reliability, efficiency, and responsiveness remains a challenge. The Public Satisfaction Index (IKM) is used as a key indicator to measure service quality. This study aims to analyze the efforts to optimize IKM in improving service quality at the Surabaya Immigration Office. The research employs a qualitative method with a case study approach, collecting data through interviews with passport applicants and public satisfaction surveys. The aspects measured include reliability, assurance, tangibles, empathy, and responsiveness. The data were analyzed to determine how each aspect affects public satisfaction and to identify areas for improvement to enhance the IKM. The study results indicate that service reliability reached 85%, but internal efficiency still needs improvement. Assurance contributed 78%, with technical issues requiring attention. Tangibles were rated at 82%, though facility modernization is necessary. Empathy received 68%, highlighting the need for improved attention from staff during peak workloads. Responsiveness was rated at 70%, with a need for increased consistency in providing personal attention. Recommendations include regular training and performance evaluations to ensure consistent service standards. The Surabaya Immigration Office should consider increasing staff or utilizing technology, such as online applications, to handle applicant surges and expedite administrative processes. Additional staffing and resource allocation improvements are essential, especially in primary service areas, to maintain responsiveness and empathy.
Service Quality Management in Passport Issuance at Class I TPI Immigration Office Surabaya Laksmi, I Gusti Ayu Dini Riarti Laretna; Mustofa, Amirul; Widyawati, Widyawati
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/t5k54675

Abstract

This study aims to evaluate the quality management of services in the passport issuance process at the Class I Immigration Office TPI Surabaya. High-quality and efficient services are essential to meet the public’s needs for travel documents, particularly passports. However, despite being regulated by strict standards, service implementation occasionally encounters obstacles that may impact applicants' experiences. This research focuses on how service management quality at the Surabaya Immigration Office affects applicant satisfaction and effectiveness in achieving the expected service standards. The method used in this study is qualitative. Data were obtained through in-depth interviews with immigration officers and direct observation of the service process in the field. The study results indicate that the management of passport issuance services at the Class I Immigration Office TPI Surabaya is quite effective, with various indicators showing high achievements. Service process effectiveness reached 85%, while service speed was at 90%, demonstrating good service standards despite occasional technical issues. Resource use efficiency was recorded at 88%, reflecting the optimization of technology to reduce manual workload. Officer responsiveness scored 92%, while the quality of interaction between officers and applicants reached 93%, indicating friendly and professional service that enhances public satisfaction. Based on these findings, it is concluded that, overall, the Class I Immigration Office TPI Surabaya has successfully met public expectations in passport issuance services. Recommendations include increasing service capacity through technology optimization, expanding officer training, and educating applicants about required documents and digital systems to improve future service effectiveness
Effectiveness of Implementing APITO (Online Residency Permit Registration Application) for Foreign Nationals at the Class I Special Immigration Office of TPI Ngurah Rai Marcopo, Jonathan; Mustofa, Amirul; Widyawati, Widyawati
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/ea83y075

Abstract

This research aims to analyze the effectiveness of implementing APITO (Online Stay Permit Registration Application) for foreign nationals at the Ngurah Rai Special Class I Immigration Office. APITO was introduced as a digital solution to simplify the stay permit registration process for foreign nationals entering Indonesia. This research focuses on five main indicators for evaluating APITO's effectiveness: program comprehension, target accuracy, timeliness, goal achievement, and tangible impact on users and related institutions. The research method employed in this study is a qualitative approach, where data was collected through in-depth interviews, observation, and document analysis related to APITO’s implementation. The findings indicate that, in general, APITO’s application is quite effective, with varying effectiveness percentages across each indicator. The program comprehension indicator shows an effectiveness rate of 72%, but more efficient communication is still needed to enhance users’ understanding of application procedures. The target accuracy indicator shows an effectiveness of 68%, with challenges in providing clearer guidance for new users. Meanwhile, in terms of timeliness, the application achieves 74% effectiveness, indicating a positive accomplishment though system reliability can still be improved. The conclusion from this study indicates that APITO has the potential to enhance the quality of immigration services for foreign nationals, although several aspects require refinement. Based on these findings, it is recommended that the Immigration Office strengthen technical infrastructure such as internet networks and server capacity, especially during peak periods of stay permit requests. Additionally, brief training or socialization on APITO usage should be provided for foreign users, both offline at airports and online via video guides. Multi-language support is also recommended to help users from various countries access the application more easily.
Effectiveness of Public Service Policy Based on Mobile Passport Application at Immigration Offices Class 1 Surabaya Immigration Checkpoints Basari, Aldi Ferdian; Mustofa, Amirul; Widyawati, Widyawati
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/be592x94

Abstract

The Mobile Passport application represents the government's initiative to modernize and streamline public services in immigration. This digital solution allows users to manage passport applications without visiting the Immigration Office. This study examines the effectiveness of the Mobile Passport application policy at the Class 1 Immigration Office, Surabaya, using five key indicators: program understanding, target accuracy, timeliness, goal achievement, and real change. A qualitative approach was employed, collecting data through interviews with users, direct observations, and analysis of user reviews on Google Play Store. Additional data were obtained from policy-related documents and reports.  Findings indicate that 75% of users benefited from the application, particularly in registration and tracking passport status, though 25% still struggle with technical aspects. Furthermore, 85% of users agreed that the application simplifies passport administration. Despite this, issues like system stability and login difficulties persist. The study concludes that the Mobile Passport application positively impacts public service efficiency. However, further improvements in digital literacy and technological infrastructure are needed to enhance user experience and optimize policy outcomes. This research highlights the importance of addressing technical challenges and user education to achieve comprehensive success in digital public service initiatives.
The Phenomenon Of 'Cancel Culture' In Indonesia: Between Ethics, Social, And Politics In Digital Space Widhiarcani Matradewi, Ni Ketut
Socious Journal Vol. 1 No. 6 (2024): Socious Journal - December
Publisher : PT. Anagata Sembagi Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62872/x6p8zw03

Abstract

The development of information technology and social media has brought about significant transformations in social interactions, creating a complex and inclusive digital space. However, the phenomenon of cancel culture in Indonesia creates complex ethical, social and political challenges. Cancel culture often triggers collective judgments that ignore principles of justice and social responsibility, exacerbating social polarization and expanding the space for extreme views. This study uses a descriptive qualitative approach to explore the dynamics of cancel culture, involving research subjects such as social media users, public figures, communication experts and political actors. The results reveal that the lack of regulation and digital literacy contributes to the manipulation of digital space, where acts of mass judgment are often repressive and used as a politicization tool. To overcome this challenge, a holistic approach is needed that integrates legal regulation with the strengthening of digital literacy that builds critical and ethical awareness in the digital space.

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