Aminulloh, Mokhamad Riza (2017) Kualitas Pelayanan Paspor untuk Calon Jamaah Haji (Studi Pada Kantor Imigrasi Kelas I Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penyelenggaraan Ibadah Haji di Indonesia melibatkan berbagai instansi pemerintah dan lembaga dan berkaitan dengan berbagai aspek sarana dan prasarana. Perjalanan haji merupakan perjalanan antar negara yang didalamnya berlaku hukum multinasional, diantara dokumen perjalan yaitu paspor. Paspor adalah satu dokumen resensi yang dikeluarkan oleh pemerintah satu negara lewat pejabat yang berwenang yang memuat identitas pemegangnya yang berlaku untuk melakukan perjalanan antar negara. Sesuai dengan kebijakan Pemerintah Arab Saudi bahwa mulai musim haji tahun 1430 H/2009 Masehi seluruh jamaah haji yang akan menunaikan ibadah haji harus menggunakan paspor biasa (ordinary passport) yang berlaku secara internasional. Penerbitan paspor untuk calon jamaah haji di Indonesia ditangani oleh Kementerian Hukum dan Hak Asasi Manusia (HAM) melalui Kantor Imigrasi. Peningkatan kualitas fungsi pelayanan diharapkan dapat berpengaruh terhadap peningkatan kualitas pelayanan haji. Kualitas pelayanan yang diharapkan adalah kemudahan, kenyamanan, kepastian, keadilan, optimalisasi, efektifitas, dan efisiensi dari calon jamaah haji. Perumusan masalah dalam penelitian ini adalah tentang bagaimana kualitas pelayanan pelayanan penerbitan paspor bagi calon jamaah haji yang dilakukan oleh Kantor Imigrasi Kelas I Malang dan faktor apa sajakah yang mendukung dan menghambat pelaksanaan pencapaian kualitas pelayanan oleh Kantor Imigrasi kelas I Malang dalam pelayanan penerbitan paspor bagi calon jamaah haji. Jenis penelitian yang digunakan dalam penelitian ini adalah penelitian deskriptif dengan pendekatan kualitatif. Penelitian deskriptif mampu menggambarkan atau memecahkan masalah secara Melalui penelitian ini akan diperoleh output penelitian berupa analisis kualitatif mengenai kualitas pelayanan paspor untuk calon jamaah haji di Kantor Imigrasi Kelas I Malang. Kualitas pelaksanaan pelayanan oleh Kantor Imigrasi Kelas I Malang dalam penerbitan paspor bagi calon jamaah haji dapat dikatakan sudah berkualitas dan memenuhi standar kualitas pelayanan yang baik di dalam memberikan pelayanan, dikarenakan telah terpenuhinya indikator kualitas pelayanan umum kepada masyarakat. Ini dapat dilihat dari lima dimensi menurut teori Parasuraman, Berry dan Zethaml yaitu: bukti langsung (tangible), kehandalan (reliability), daya tanggap (responsiviness), jaminan (assurance), dan empati (empathy). Terdapat regulasi khusus berupa perbedaan persyaratan dan pengumpulan dokumen pengajuan serta pengambilan data secara kolektif. Sarana dan prasana pelayanan telah memenuhi kebutuhan dalam menunjang pelayanan paspor. Aparatur pelayan penerbitan paspor telah melaksanakan tugas dan kewajiban dengan maksimal. Aspek sosialiasi menjadi bagian penting agar tidak terdapat kesalahan dalam proses pelayanan, Kantor Imigrasi Kelas I Malang menggunakan metode sosialisasi langsung melalui proses pendidikan dan penyampaian informasi kepada calon jamaah haji. Kantor Imigrasi Kelas I Malang diharapkan bisa mempertahankan dan selalu meningkatkan kualitas pelayanan kepada masyarakat, Memaksimalkan kinerja aparatur pelayan dengan berdasarkan tugas pokok dan fungsinya masing-masing, Lebih menigkatkan sosialisasi dan penyebaran infomasi kepada masyarakat, Meningkatkan koordinasi antar lembaga pemangku kepentingan pelayanan haji.
English Abstract
Implementation of Hajj in Indonesia involves various government agencies and institutions and is associated with various aspects of facilities and infrastructure. Hajj trip is a journey between countries in which multinational law applies, among travel documents that is passport. Passport is a review document issued by the government of a single country through an authorized official which contains the applicable holder's identity to travel between countries. In accordance with the policy of the Government of Saudi Arabia that starting the Hajj season of 1430 H / 2009 all pilgrims who will perform the pilgrimage must use an ordinary passport applicable internationally. Issuance of passports for hajj pilgrims in Indonesia is handled by the Ministry of Justice and Human Rights through the Immigration Office. Improving the quality of service functions is expected to affect the improvement of service quality of Hajj. Quality of service expected is ease, comfort, certainty, fairness, optimization, effectiveness, and efficiency of prospective pilgrims. The formulation of the problem in this research is about how the service quality of the issuing of passports for the pilgrims of the pilgrims conducted by the First Class Immigration Office of Malang and what factors support and hinder the implementation of service quality achievement by the First Class Immigration Office in the service of issuing passports for candidates for pilgrims Hajj. The type of research used in this research is descriptive research with qualitative approach. Descriptive research is able to describe or solve the problem Through this research will be obtained research output in the form of qualitative analysis of the quality of passport services for prospective pilgrims in the Office of Class I Immigration Malang. The quality of service implementation by the First Class Immigration Office of Malang in the issuance of passport for hajj pilgrims can be said to be qualified and meet the standard of good service quality in providing services, due to the fulfillment of indicators of quality of public services to the public. This can be seen from the five dimensions according to theories of Parasuraman, Berry and Zethaml namely: tangible, reliability, responsiveness, assurance, and empathy. There are special regulations in the form of different requirements and collecting documents of collective submission and collecting data. Facilities and services have fulfilled the need to support the passport service. The apparatus for the passport issuance has performed its duties and obligations to the maximum. Aspects of socialization become an important part so that there is no mistake in the process of service, the Office of Class I Immigration Malang using the method of direct socialization through the process of education and information delivery to prospective pilgrims. First Class Immigration Office of Malang is expected to maintain and always improve the quality of service to the community, Maximizing the performance of servant apparatus on the basis of their respective duties and functions, More improving socialization and dissemination of information to the community, Improving coordination among stakeholder institutions of Hajj services.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2017/1090/051711861 |
| Uncontrolled Keywords: | Haji Indonesia. Pelayanan Paspor Haji, Kantor Imigrasi Malang. |
| Subjects: | 300 Social sciences > 353 Specific fields of public administration > 353.4 Public administration of justice > 353.48 Exercise of citizenship and rights > 353.484 Immigration and naturalization services |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Budi Wahyono Wahyono |
| Date Deposited: | 28 Nov 2017 02:09 |
| Last Modified: | 06 Oct 2020 08:25 |
| URI: | http://repository.ub.ac.id/id/eprint/6090 |
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