Inovasi Pelayanan Paspor Online Melalui M-Paspor di Kantor Imigrasi Kelas 1 TPI Kota Kupang

GEGO, Julianti Maria (2025) Inovasi Pelayanan Paspor Online Melalui M-Paspor di Kantor Imigrasi Kelas 1 TPI Kota Kupang. Undergraduate thesis, Universitas Katolik Widya Mandira.

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Abstract

This study aims to describe the innovation of online passport services through the M-Paspor application and to identify the factors influencing its implementation at the Class I Immigration Office TPI Kota Kupang. The introduction of M-Paspor as an improvement of the previous APAPO system represents a digital innovation initiated by the government to enhance the quality of public services, particularly in immigration services. Although the application offers various conveniences—such as independent document uploading, flexible scheduling, and greater process transparency—its implementation still faces several challenges, including network instability, technical issues within the application, and limited digital literacy among users. This research employs a qualitative descriptive approach using the SERVQUAL model, which consists of five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The findings indicate that M-Paspor has positively contributed to service efficiency and reduced queues at the immigration office; however, its implementation has not yet reached optimal performance due to technical constraints and infrastructure readiness. Factors influencing this innovation include technological readiness, human resource competence, the effectiveness of public socialization, and the digital adaptability of service users. This study is expected to contribute to improving passport service quality and serve as a reference for future development of digital-based public service innovations.

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