Analisis Kualitas Pelayanan Berbasis Digital dalam Proses Pengajuan dan Penyerahan Paspor Kepada Pemohon di Kantor Imigrasi Kelas I TPI Manado

Villia Priska; Meiske Wisye Manopo; Margaretha Anatje Rundengan

doi:10.61132/manuhara.v4i4.2875

Authors

Villia Priska Politeknik Negeri Manado
Meiske Wisye Manopo Politeknik Negeri Manado
Margaretha Anatje Rundengan Politeknik Negeri Manado

DOI:

https://doi.org/10.61132/manuhara.v4i4.2875

Keywords:

Digital-Based Service, Manado Immigration Office, M-Paspor, Passport, Service Quality

Abstract

The implementation of electronic services through the M-Paspor application represents digital transformation in Indonesia’s immigration sector, including the Class I TPI Immigration Office of Manado. However, implementation still faces technical disruptions, limited digital literacy, and lengthy interview queue waiting times. This study aims to describe and analyze digital-based services in passport application and delivery, implementation according to Standard Operating Procedures (SOP), and their contribution to public satisfaction. A qualitative descriptive method was employed. Data were collected through in-depth interviews, observation, and documentation involving six informants, consisting of three service officers and three passport applicants. Service quality was analyzed using Sinambela’s (2017) six indicators: transparency, accountability, conditionality, participation, equal rights, and the balance of rights and obligations. The results indicate that M-Paspor-based services are generally understood and implemented according to SOP, with relatively high applicant satisfaction. Information transparency is fairly good, although completion-time estimates, rescheduling provisions, and document upload formats require clarification. Perceptions differ regarding equal rights, as some applicants still perceive unfair treatment. Network disruptions, system errors, and delayed OTP codes remain major obstacles, while participation in feedback and complaints is low. Strengthening system capacity, information clarity, and participation features is therefore needed to improve digital passport services.

Downloads

Download data is not yet available.

References

Atmoko, T. (2018). Panduan praktis menyusun standar operasional prosedur (SOP) instansi pemerintah. Total Media.

Barata, A. A. (2006). Dasar-dasar pelayanan prima. PT Elex Media Komputindo.

Creswell, J. W. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). Sage Publications.

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13(3), 319–340. https://doi.org/10.2307/249008

Fatin, N. A., Liliweri, M., & Neolaka, A. B. A. (2024). The influence of the quality of passport production services on community satisfaction at Class II Immigration Offices Atambua Immigration Checkplaces. Jurnal Ilmiah. https://doi.org/10.38142/jtep.v4i1.955

Haning, M. T., & Hasniati. (2021). Public trust dalam pelayanan organisasi publik: Konsep, dimensi, dan strategi. Unhas Press.

Indrajit, R. E. (2016). Electronic government: Konsep dan strategi (Ed. 2). Preinexus.

Jogiyanto, H. M. (2007). Sistem informasi keperilakuan. ANDI.

Kadarman, A. M., & Udaya, J. (2018). Pengantar ilmu manajemen: Buku panduan mahasiswa. PT Gramedia Pustaka Utama.

Kotler, P. (2019). Marketing management (16th ed.). Pearson.

Miles, M. B., Huberman, A. M., & Saldaña, J. (2014). Qualitative data analysis: A methods sourcebook (3rd ed.). Sage Publications.

Moleong, L. J. (2019). Metodologi penelitian kualitatif (Edisi revisi). PT Remaja Rosdakarya.

Nurkumalawati, N., Wiraputra, P., & Bawono, D. P. (2024). The role of digital transformation and service quality of integrated passport system based on biometrics on user satisfaction (case study at the immigration department). Jurnal Ilmiah. https://doi.org/10.24294/jipd.v8i8.5850

Putri, N. A., & Dewi, N. P. R. (2024). Tingkat keberhasilan implementasi aplikasi M-Paspor dalam perspektif transformasi digital di Kantor Imigrasi Kelas I TPI Denpasar. Jurnal Ilmiah. https://doi.org/10.55903/juria.v3i3.192

Qanitah, N. (2025). Analisis efektivitas proses pembuatan paspor di Kantor Imigrasi Kelas I Tanjungpinang. Jurnal Ilmiah. https://doi.org/10.62383/kajian.v2i1.82

Ramadhani, O. A., Lutfiyah, K. N., Tupen, D. L., Adzzahra, F. C., & Fatkhuri. (2025). Analisis kepuasan pengguna terhadap aplikasi M-Paspor dalam perspektif implementasi e-government di Indonesia. Jurnal ISO: Jurnal Ilmu Sosial, Politik dan Humaniora, 5(1), 12. https://doi.org/10.53697/iso.v5i1.2622

Riko, R., Kurniansyah, D., & Priyanti, E. P. (2022). Kualitas pelayanan publik dalam pembuatan paspor di Kantor Imigrasi Kelas II Non TPI Karawang. Jurnal Ilmiah Muqoddimah: Jurnal Ilmu Sosial, Politik, dan Humaniora, 6(2), 422–428. https://doi.org/10.31604/jim.v6i2.2022.422-428

Saleh, C. (2019). Citizen satisfaction with online passport service innovation in Indonesia within an electronic governance perspective. International Journal of Management (IJM), 10(6), 61–75. https://doi.org/10.34218/IJM.10.6.2019.007

Sebayang, J. B., Zuraida, L., & Hadisukarno, T. (2025). Analysis of the effect of service quality on the satisfaction of passport applicants at the Ngurah Rai Class I Immigration Office. J-TRUE: Journal of Travel and Leisure, 2(1), 27–34. https://doi.org/10.52352/jtrue.v2i1.2034

Sinambela, L. P. (2017). Reformasi pelayanan publik (Ed. 2). Bumi Aksara.

Sugiyono. (2019). Metode penelitian kualitatif. Alfabeta.

Suryani, T., Albintani, I., Sari, D. W., Dharma, K. P., & Fauzi, H. (2024). Literature review: Implementasi aplikasi M-Paspor dalam mewujudkan digitalisasi pelayanan publik. Jurnal Ilmiah. https://doi.org/10.31849/niara.v16i3.18199

Sutabri, T. (2014). Pengantar teknologi informasi. ANDI.

Triyanto, D., Kismartini, K., Aprianty, H., & Novelia, P. (2022). Penerapan aplikasi pendaftaran antrean paspor online dalam upaya meningkatkan pelayanan publik di Bengkulu. Perspektif, 11(2), 527–532. https://doi.org/10.31289/perspektif.v11i2.5876