An Analysis of Service Quality for Limited Stay Permits (ITAS) For Foreign Nationals at The Class I Immigration Office TPI Bengkulu

Abstract

This study aims to determine an Analysis of Service Quality for Limited Stay Permit (ITAS) for Foreign Citizens at the Class I Immigration Office TPI Bengkulu. This research uses a qualitative descriptive method. Furthermore, data collection techniques are carried out by means of interviews, observation, and documentation. After obtaining the results of the research analyzed by means of data reduction, data presentation and conclusion drawing. Informants in this study amounted to 5 people consisting of 3 key informants and 2 main informants. This study uses the theory according to Zeithmal in Hardiyansyah (2018: 63), there are five dimensions of Service Quality as follows: (1) Tangible (direct evidence), consisting of physical facilities, equipment, personnel and communication. (2) Reliability, the ability of the service unit to create the promised service appropriately. (3) Responsiveness, the ability to help consumers be responsible for the quality of service provided. (4) Assurance, the ability of officers to provide guarantees on time, cost, legality, and certainty of service costs. (5) Empathy, attention to individuals (officers) given to applicants such as; prioritizing the interests of the applicant, friendly attitude, courtesy, non-discrimination, and respect for customers. Then the results of this study are as follows: (1) Tangible (direct evidence), the facilities used in the employee room are fairly complete and in good condition. (2) Reliability, the service provided by the officer is as promised. (3) Responsiveness, the officer is very alert in providing services to the applicant. (4) Assurance, the officer is polite, courteous and friendly to the applicant. (5) Empathy, officers care, are quick to respond and responsive in providing information to all applicants.