Index of Public Service Satisfaction in Making Passport at the Class I Imigration Office Denpasar

  • Eva Laurisa Tarigan Universitas Warmadewa, Denpasar, Bali
  • I Wayan Mirta Universitas Warmadewa, Denpasar, Bali-Indonesia
Keywords: Imigration office, Index satisfaction, Passport, Public service

Abstract

The aim of this study is to investigate the Satisfaction Index Public Service in Making Passports at the Class I Immigration Office in Denpasar. The theories that support here are satisfaction, service, satisfaction index community service and passport. Researcher uses sampling Purposive to determine the sample size finally obtained 160 people sample whereas those person who is taking care of a passport at the Class I Immigration Office in Denpasar in 2018. After the data is collected, it is then processed using techniques qualitative analysis, namely community satisfaction index analysis. From the results of the analysis community satisfaction index, the results of the calculation of the Satisfaction Index can be obtained Public Services in Making Passports at the Class I Immigration Office in Denpasar that is, of the 5 public service variables, 3 variables are tangible variables with an average value of 3.26, reliability with an average value of 3.32 and emphaty with an average value of 3.28 including the quality of service A with the category service performance is very good. While 2 variables are responsive variables with an average value of 3.13 and assurance with an average value of 3.22 including in service quality B with good service performance categories. It can be concluded overall results of the calculation of the Community Satisfaction Index in service making a passport, namely the quality of service is "B" with an average value 3.25, and the conversion value of IKM 81.25 which is included in the performance category good service.

Author Biography

I Wayan Mirta, Universitas Warmadewa, Denpasar, Bali-Indonesia

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Published
2020-01-10
Section
Articles
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