KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I TPI PALEMBANG

AMYLIA, FAKHIRA and Widodo, Slamet and Mardianto, Mardianto (2022) KUALITAS PELAYANAN PEMBUATAN PASPOR DI KANTOR IMIGRASI KELAS I TPI PALEMBANG. Undergraduate thesis, Sriwijaya University.

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Abstract

This research is entitled "Quality of Passport Making Services at the Class 1 Immigration Office of Palembang City". This study aims to determine the Quality of Passport Making Services at the Class 1 Immigration Office in Palembang City. This study uses the theory of service quality according to Parasuraman, Zeithaml, and Berry with 5 dimensions, namely Tangible, Reliability, Responsiveness, Assurance, and Empathy. The research method used in this research is descriptive quantitative method. The data collection technique used is by distributing questionnaires, observation and documentation. The distribution of the questionnaires was given to 44 respondents who were applicants for making passports at the Class 1 Immigration Office of Palembang City and using incidental sampling techniques. Based on this research, of the 17 statements in the questionnaire for 44 respondents, which have been processed using the Servqual technique, there are 10 statements that have negative scores, and 7 statements that have positive scores, which means the Quality of Passport Making Services at the Immigration Office Class 1 Palembang City, till not meeting people's expectations or still not good.

Item Type:	Thesis (Undergraduate)
Uncontrolled Keywords:	Kualitas Pelayanan, Kantor Imigrasi Palembang
Subjects:	J Political Science > JA Political science (General)
Divisions:	07-Faculty of Social and Politic Science > 63201-State Administration (S1)
Depositing User:	Fakhira Amylia
Date Deposited:	10 Aug 2022 03:55
Last Modified:	10 Aug 2022 03:55
URI:	http://repository.unsri.ac.id/id/eprint/76469

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