Proceedings of the 1st International Conference on Law and Human Rights 2020 (ICLHR 2020)

The Covid-19 Pandemic and Its Implications for Passport Services in Indonesia

Authors
Lukman Supriadi, Tony Yuri Rahmanto, Penny Naluria Utami, Gilang Azhari
Corresponding Author
Lukman Supriadi
Available Online 8 May 2021.
DOI
10.2991/assehr.k.210506.052How to use a DOI?
Keywords
passport service, covid-19 pandemic, immigration
Abstract

The COVID-19 pandemic is a global health crisis that is already having devastating impacts on thousands of people in Indonesia, and thus it rapidly demands the people to adapt in various sectors of life. With regard to this issue, the New Normal discourse will broadly limit interactions among citizens. Public services carried out by having direct interaction shall be far limited and even have to switch into online services. In relation to public services, the citizens do not only request to meet the needs of good services, but also a will of granting the availability and quality of public services provided by the government. Therefore, the present study is concerned with analyzing and assessing the quality of services provided by the Bagansiapiapi Immigration Office, such as supporting and inhibiting factors and solutions that have been and will be carried out. This research-based paper is a type of descriptive qualitative with data collected through interviews and observations. The chosen informants were several Bagansiapiapi Immigration Office staffs and service users. The results of the data and interviews were then analyzed using existing literature and other literature sources. By using the concept of assessment based on five dimensions. First, tangibles showed excellent quality, especially in human resources (HR) performance and effective facility optimization. Responsibility disclosed good quality for the development of existing human resources has been optimally conducted. Third, responsiveness demonstrated good quality for officers can respond to problems quickly. Assurance revealed good quality as there is no time and cost gap between the citizens and service providers. Fifth, empathy disclosed good quality because the officers remained polite, friendly, and cooperative. Based on the results obtained in this line of research, it can be concluded that the quality of service in making passports at the Bagansiapiapi Immigration Office has expressed high service quality because there is no gap between expectations among the people and the quality given in making passports, and thus, customer satisfaction can be achieved. Therefore, it is expected that the Bagansiapiapi Immigration Office can continue to maintain professional integrity and improve the quality of public services in regard to realizing the expectations of citizens, called good and clean governance.

Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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Volume Title
Proceedings of the 1st International Conference on Law and Human Rights 2020 (ICLHR 2020)
Series
Advances in Social Science, Education and Humanities Research
Publication Date
8 May 2021
ISBN
10.2991/assehr.k.210506.052
ISSN
2352-5398
DOI
10.2991/assehr.k.210506.052How to use a DOI?
Copyright
© 2021, the Authors. Published by Atlantis Press.
Open Access
This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

Cite this article

TY  - CONF
AU  - Lukman Supriadi
AU  - Tony Yuri Rahmanto
AU  - Penny Naluria Utami
AU  - Gilang Azhari
PY  - 2021
DA  - 2021/05/08
TI  - The Covid-19 Pandemic and Its Implications for Passport Services in Indonesia
BT  - Proceedings of the 1st International Conference on Law and Human Rights 2020 (ICLHR 2020)
PB  - Atlantis Press
SP  - 397
EP  - 403
SN  - 2352-5398
UR  - https://doi.org/10.2991/assehr.k.210506.052
DO  - 10.2991/assehr.k.210506.052
ID  - Supriadi2021
ER  -