EVALUASI PELAYANAN PENERBITAN BIO VISA HAJI 2025: STUDI DI KANTOR KEMENTERIAN AGAMA KABUPATEN KLATEN

Muhammad Naufal Izzulhaq, NIM.: 22102040037 (2026) EVALUASI PELAYANAN PENERBITAN BIO VISA HAJI 2025: STUDI DI KANTOR KEMENTERIAN AGAMA KABUPATEN KLATEN. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The implementation of the self-biometric enrollment policy through the Saudi Visa Bio application since 2023 aims to modernize hajj documents and reduce immigration queues in Saudi Arabia. However, this digital transformation has created operational challenges at the local level, such as low digital literacy among elderly pilgrims, lack of high-specification devices, and unstable internet connections that lead to service backlogs. This study aims to identify, describe, and analyze the workflow of the bio visa issuance service at the Office of the Ministry of Religious Affairs in Klaten Regency in 2025, while also identifying the technical and non-technical obstacles encountered during the process. This study employed field research with a qualitative approach. Data collection was conducted through participatory observation, documentation, and in-depth interviews using a purposive sampling technique with Siskohat officers and registration staff. The collected data were validated using four trustworthiness criteria: transferability, dependability, confirmability, and credibility. Based on the CIPP model evaluation, the findings indicate that the Context and Input dimensions are well-performed in terms of regulations, dissemination, priority waiting areas, and staff competence. In the Process dimension, the counter service utilizes a one-stop service system that runs orderly, assisted by officers who speak polite Javanese (krama) to comfort elderly pilgrims. Despite challenges such as blurry phone cameras, difficulties in email account creation, and central server disruptions, the Product dimension demonstrates that the service successfully achieved its target, completing the biometric enrollment for all hajj pilgrims in Klaten Regency in 2025 on schedule prior to departure.

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