Strategy for Improving Passport Service Quality Through Interpersonal Communication and Information Technology Utilization at South Jakarta Special Class I Non-Checkpoint Immigration Office

Authors

  • Budy Mulyawan Politeknik Pengayoman Indonesia, Tangerang, Indonesia
  • Habbi Firlana Politeknik Pengayoman Indonesia, Tangerang, Indonesia
  • Pascalis Danny Kristi Wibowo Politeknik Pengayoman Indonesia, Tangerang, Indonesia
  • Muhammad Arief Adillah Politeknik Pengayoman Indonesia, Tangerang, Indonesia

DOI:

https://doi.org/10.38035/dijms.v7i1.5709

Keywords:

Strategy, Passport Service Quality, Interpersonal Communication, Information Technology Utilization

Abstract

This study aims to analyze the simultaneous and partial influence of Officer Interpersonal Communication and Information Technology Utilization on the Quality of Passport Services at South Jakarta Special Class I Non-Checkpoint Immigration Office. The quality of public services in the digital age demands synergy between technological efficiency and the humanism of interaction, which is the background that prompted this research. The method used is a mixed methods approach with data collected from 284 respondents. The regression test results show that both variables positively and significantly influence Service Quality, with a contribution of 87.7%. Partially, the Utilization of Information Technology is proven to be the more dominant factor in determining applicant satisfaction. Nevertheless, descriptive analysis and qualitative findings identified Interpersonal Communication, particularly the aspect of Empathy, as a major weakness most frequently cited by applicants, necessitating specific communication adaptation training. In conclusion, to achieve excellent service, the necessary strategy is a balanced one that leverages technological dominance for efficiency while also investing in improving staff empathy to create supportive and accountable interactions.

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Published

2025-10-31

How to Cite

Mulyawan, B., Firlana, H., Wibowo, P. D. K., & Adillah, M. A. (2025). Strategy for Improving Passport Service Quality Through Interpersonal Communication and Information Technology Utilization at South Jakarta Special Class I Non-Checkpoint Immigration Office. Dinasti International Journal of Management Science, 7(1), 228–240. https://doi.org/10.38035/dijms.v7i1.5709

Issue

Vol. 7 No. 1 (2025): Dinasti International Journal of Management Science (September - October 2025)

Section

Articles

License

Copyright (c) 2025 Budy Mulyawan, Habbi Firlana, Pascalis Danny Kristi Wibowo, Muhammad Arief Adillah

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