Analisis Dimensi Kualitas Pelayanan Dan Kepuasan Pemohon Paspor Pada Kantor Imigrasi Kelas II Non TPI Singkawang

Abstract

          This study aims to determine the passport applicant's perception of service quality and satisfaction at Kantor Imigrasi Kelas II Non TPI Singkawang. This research uses descriptive research method. In analyzing the data used qualitative data analysis techniques. Data obtained through a questionnaire. The sample of this research was 100 respondents. Data analysis using Likert scale and interval. The data analysis tool used in this study used the Five Dimensions of Service Quality, namely Reliability, Responsiveness, Assurance, Empathy, Tangibles. The results showed that the passport applicant's perception of service quality and satisfaction at Kantor Imigrasi Kelas II Non TPI Singkawang was in a good category. So from this research it can be concluded that the quality of service Kantor Imigrasi Kelas II Non TPI Singkawang is categorized as good and in order to be able to maintain and develop the quality and facilities of the Kantor Imigrasi Kelas II Non TPI Singkawang.