IMPLEMENTASI PELAYANAN PRIMA PENERBITAN PASPOR JEMAAH HAJI DI KANTOR IMIGRASI KELAS 1 TPI YOGYAKARTA TAHUN 2025

Nurul Fatkhul Qodri, NIM.: 22102040035 (2026) IMPLEMENTASI PELAYANAN PRIMA PENERBITAN PASPOR JEMAAH HAJI DI KANTOR IMIGRASI KELAS 1 TPI YOGYAKARTA TAHUN 2025. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

The background of this research is based on the vital importance of passports as the primary administrative requirement for the Hajj pilgrimage, which demands public institutions to provide fast, precise, and friendly services to ensure applicant satisfaction. The Class I TPI Yogyakarta Immigration Office has implemented various innovative programs to support this process, including a priority service for the elderly. This study aims to analyze the implementation of service excellence in issuing passports for Hajj pilgrims at the Class I TPI Yogyakarta Immigration Office. The methodology used is a descriptive qualitative method with field research. The focus of the study encompasses aspects of place, actors, and activities related to the passport issuance process. Data collection techniques were conducted through observation, semi-structured interviews with the service staff supervisor, service staff, and Hajj pilgrims, as well as documentation. The validation test used source triangulation and method triangulation. Furthermore, data analysis was carried out through interactive stages including data condensation, data display, and conclusion drawing. The results of the study show that the implementation of service excellence in passport issuance for Hajj pilgrims at the Class I TPI Yogyakarta Immigration Office has been carried out optimally. This is aligned with Barata's A6 service excellence concept, which includes attitude, attention, action, ability, appearance, and accountability.

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