Analisis Good Governace Pada Pelayanan E-Pasport
DOI: https://doi.org/10.26618/kimap.v6i2.15569
quality of service, e-goverment, passport service online
Abstract
The porpuse of the research is to determine the quality of servicein the government apparatus based electronic passport, in this study using 5 indicators that tangible, Responsiviness, Realibility, Assurance, and Empathy. And alsosee at the factors that influence the quality of service indicators Organizations, Human Resource, and Service System. The methoduse disdescriptive quantitative method using frequency distribution, and the data collection were interviews, observation, documentation andquestionnaires. With research sites at the Immigration Office Class 1 Bandung. Results ofthe research is that thequality of service in thegovernment apparatus based electronic passport given tothe publicis Very Good”as indicated by the scale 4.21cumulative indexofthe highest value 5.The variables that have the highest value is in the variable Assurance (Warranty) with a score value of 4.60 with the category of “Very Good” and the variable that gets the lowest score by the public is the variable empathy with a score value of 3.97although the category of “Good”. As for the factor of influence in the organization’s services are among the factors, for cesor human resources and service system. Then there commendations givent o the immigration office in Bandung is in grade 1 to further enhancethe quality of His ministry, especially in the Empathy dimension of hospitality, courtesy and discriminatory actions in serving.
Downloads
Additional Files
Published
Issue
Section
License
In the event that the article is accepted by the Editorial Team of KIMAP: Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online) and there is a decision to publish the article, the copyright of the article passes to KIMAP: Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online).
The Department of Public Administration, Faculty of Social and Political Sciences, Universitas Muhammadiyah Makassar in collaboration with the Indonesian Association for Public Administration (IAPA) as the publisher of the Scientific Review of Public Administration, with registration number ISSN 2746-0460 (online) holds the copyright to all articles published in this journal.
The Department of Public Administration, Faculty of Social and Political Sciences, University of Muhammadiyah Makassar in collaboration with the Indonesian Association for Public Administration (IAPA) has the right to reproduce and distribute this article and the author is not allowed to republish the same article that has been published in this journal.
Manuscript Authenticity and Copyright Statement can be downloaded: Click Here
After filling out the statement, please send it via email: kimap@unismuh.ac.id