EVALUATION OF COMMUNITY SATISFACTION THROUGH SERVICE QUALITY SERVICES AND SERVICE DIFFERENCE BEHAVIOR AT CLASS II IMMIGRATION OFFICE TPI LHOKSEUMAWE
Main Article Content
Hamdiah
This practice report aims to evaluate community satisfaction through a survey of service quality and service deviation behavior at the Immigration Office Class II TPI Lhokseumawe in order to create a new face of the immigration service bureaucracy and improve service quality related to information on requirements, procedures/flows, time for completion of tariffs/fees, infrastructure, response, consultation and complaints, as well as reducing service deviation behavior related to discrimination, fraud, gratification, extortion, and brokers. The data used in the survey of service quality and service deviation behavior at the Class II Immigration Office of TPI Lhokseumawe are primary data and interviews with several informants who are experts in their fields. The location of the practice was carried out at the Class II Immigration Office of TPI Lhokseumawe. The data collection techniques used were: interviews, document studies and observation. The survey results in this practice report are 98.27 (IKM) and 99.08 (GPA) in the March period, 96.67 (IKM) and 97.90 (GPA) in the April period. 94.80 (IKM) and 92.43 (GPA) in the period of May, and 97.69 (IKM) and 99.80 (G.P.K.) in the period of June. (88.31 100.00) seen from the aspect of the Community Satisfaction Index (IKM) and from the aspect of the Corruption Perception Index (GPA).
Adejoh SO. (2014). Diabetes knowledge, Health Belief, and Diabetes Management among the Igala, Nigeria. SAGE Open.
Aditya, A. (2010). Visi dan Misi Perusahaan. Jakarta: Gramedia Pustaka Utama.
Ambarwati. R,E., Wulandari, D. (2009). Asuhan Kebidanan Nifas. Jogjakarta: Mitra. Cendika Press.
Aprilia Suhermin. (2014). The Indonesian Accounting Review. Surabaya: STIE Perbanas
Arikunto,S. (2018). Dasar-dasar Evaluasi Pendidikan. Jakarta: Bumi Aksara.
Arman, S., (2008), Visi Dan Misi Perusahaan, The Global Source for Summaries & Reviews.
Atik dan Ratminto. (2005). Manajemen Pelayanan, disertai dengan pengembangan model konseptual, penerapan citizen’s charter dan standar pelayanan minimal. Yogyakarta: Pustaka Pelajar.
Badri, M Sukoco. (2007). Manajemen Administrasi Perkantoran Modern. Jakarta : Erlangga
Bennett, R. J., & Robinson, S. L. (2003). The past, present and future of workplace deviance research.
J. Greenberg (Ed.), Benny H. Hoed, (2011). Semiotik & Dinamika Sosial Budaya, cetakan pertama, Beji Timur, Depok.
Berry, Dianne. (2007). Health Communication Theory and Practice. New York: Open University Press.
Dermawan Wibisono, Ph.D, (2006), Manajemen Kinerja, Erlangga
Dharmayanti, Diah. (2006). Analisa Sensitivitas Respon Konsumen Terhadap Ekstensifikasi Merek (Brand Extension) Pada MargarineMerek Film: Surabaya.
Fandy Tjiptono. (2005). Strategi Pemasaran. Edisi Kedua. Yogyakarta: Andi Offset.
Fandy Tjiptono. (2012). Strategi Pemasaran. ed. 3, Yogyakarta, Andi.
G. Nurmansyah (2019). Pengantar Antropologi, Lampung: Aura Publishing
Handi, Irawan. (2004). Indonesia Customer Satisfication Index. Frontier.
Handi, Irawan. (2009). 10 Prinsip Kepuasan Pelanggan, Jakarta: Elex Media Komputindo.
Hasibuan, Melayu S.P. (2011). Manajemen Sumber Daya Manusia. Jakarta: PT Bumi Aksara.
John J Macionis; Linda M Gerber (2010) Sociology, Canada: Pearson Education
Jokie M.S (2010). Sosiologi Perilaku Menyimpang, Jakarta: Universitas Terbuka
Koentjaraningrat (2002). Pengantar Imu Antropologi. Jakarta: PT. Rineka Cipta Kotler,
Philip. (2005). Manajemen Pemasaran. Jilid 1 dan 2. Jakarta : PT Indeks Kelompok
Gramedia. Moenir. (2015), Manajemen Pelayanan Umum Di Indonesia, Jakarta: PT Bumi Aksara. Olsen,
Wyckoff. (2005). A Study of Satisfaction, Loyalty, and Market Share in Kuwait Banks. Proceedings of the Academy for Studies in International Business,
Ratnawulan, E. (2015) Evaluasi Pembelajaran, Pustaka Setia Republik Indonesia,
Keputusan Menteri Hukum dan Hak Asasi Manusia No. M.HH.03.OT.01.01 tahun 2021 tentang Pembentukan Kantor Imigrasi Kelas III Takengon dan Kantor Imigrasi Kelas II Labuhan Bajo Republik Indonesia, Keputusan Menteri Hukum dan Hak Asasi Manusia No. 19 tahun 2018 tentang Organisasi dan Tata Kerja Kantor Imigrasi Kelas II TPI Lhokseumawe
Robbins, S. (2008). Perilaku Organisasi, Jilid I dan II, alih Bahasa : Hadyana Pujaatmaja. Jakarta: Prenhallindo. Singarimbun, Masri dan Sofian Effendi (2008). Metode Penelitian Survei, Jakarta: LP3ES.
Sukmayana, D (2017). Seri Pemasaran Politik : Kepuasan Masyarakat. Suatu Kajian Ilmiah mengenai Pelayanan Anggota Dewan Perwakilan Rakyat Daerah Provinsi Jawa Barat
Sunyoto. (2013). Dasar-Dasar Manajemen Pemasaran. Yogyakarta: CAPS.
Supranto, J, (2004), Analisis Multivariat: Arti dan interpretasi, Jakarta, PT. Rineka Cipta
Surijadi. (2012). Pengembangan Kinerja Pelayanan Publik. Bandung: PT. Refika
Aditama Webster, Merriam. (2004). Merriam Webster’s Collegiate Dictionary. United States of America: Merriam Webster Incorporated.
