Analysis of The Quality of Indonesian Passport Services Using Importance-Performance Analysis at The Immigration Office Class I Samarinda

ABSTRACT: The Immigration Office must provide comfort and security to the public by empoweringemployees as passport processing service officers. The purpose of this research is to analyze the performancestrategy of immigration office services, especially passport processing services. This research uses a qualitativequantitative descriptive method. Data were collected using survey to 115 samples. Data was obtained bydistributing questionnaires to people who use passport processing services. Thisresearch uses five main indicators:Tangibles, Reability, Responsiveness, Assurance, and Empathy. Then, data were analyzed using Cartesiandiagrams and the T test to determine the relationship between services and applicants expectations regardingPassport processing services at The Immigration Office Class I Samarinda.The results show there is a difference between the service performance and the expectations of passport applicantsin the tangibles dimension. It is hoped that the research results will provide an overview of services that aredemonstrated by conformity between performance and community expectations. Good service will have an impacton the smooth running of the passport holder’s activities in various matters.

KEYWORDS: Immigration, Satisfaction of users of passport processing services, Service Performance, Service Strategy.