Kualitas Pelayanan Publik Kantor Imigrasi Kelas I Yogyakarta

Annisa Dianditya , Haryanto

2016 | Skripsi | Politik dan Pemerintahan (dh. Ilmu Pemerintahan)

ABSTRACT Poor public services that occurred in Indonesia make the Government takes a new paradigm by applying the concept of New Public Service (NPS) to make a better quality public services. The main idea of NPS is to put forward the citizen in receiving basic rights as citizens. The concept of NPS has been applied at the Immigration Office Class I Yogyakarta as the government official institution that issuing the passport. Public service quality at the Immigration Office Class I Yogyakarta has to be improved to fulfill a better quality standard. The study is a qualitative research by using a case study method. The primary data source was obtained through interviews. These study was carry out to measure public service quality by using 5 (five) dimensions i.e. tangible, reliability, responsiveness, assurance and empathy. The results showed that reliability, responsiveness, assurance and empathy dimensions have already a better quality. Unfortunately, tangible dimension has not fulfilled a good quality standard yet. However, the Immigration Office Class I Yogyakarta improves continuously the quality of human resource, institution and system of Immigration in order to serve a better quality of public services. Keywords : public services, immigration, quality dimension

Kata Kunci : Pelayanan Publik - Yogyakarta