Kualitas Pelayanan Publik pada Kantor Imigrasi Kelas I TPI Jambi Ditinjau dari Kepuasan Masyarakat

Abstract

This study aims to analyze the quality of public services at the Immigration Office Class I TPI Jambi, viewed through the lens of community satisfaction as the main indicator. In an era of information transparency and public accountability, the quality of public service reflects the face of government bureaucracy and is directly assessed by its citizens. This research adopts a qualitative descriptive approach, using in-depth interviews, direct observation, and documentation as methods of data collection. The findings reveal that the immigration office demonstrates commendable performance in terms of tangibles, reliability, and assurance. However, there are still challenges in responsiveness and empathy, especially regarding the promptness of service and the ability of officers to engage in empathetic communication. Overall, public satisfaction falls within the "moderately satisfied" category, suggesting room for improvement. The study offers a critical reflection for the institution to enhance its service quality, fostering a more professional, responsive, and citizen-oriented public administration.