THE INFLUENCE OF SERVICE QUALITY TOWARD CUSTOMER SATISFACTION OF IMMIGRATIONS OFFICE IN JAKARTA

Abstract

Under the Directorate General of Immigration, the existence of the Immigration Office Jakarta clearly has a very important role. Immigration Office as a service unit is a manifestation of the form of Government Agencies serving the community in the field of immigration. Now the entire Immigration Office has opened a new system that is E-Passport which will make it easier for people to register. In fact, of the many Immigration Offices in Indonesia especially in Jakarta, there has not been a standard of service that actually meets the standards to the community. This resulted in the service provided has not maximized the result between one service unit with another service unit.The objectives of this research are to examine the influence of service quality that has 5 dimensions which are tangible, reliability, responsiveness, assurance, and empathy towards customer satisfaction at Immigration Office in Jakarta. In this research, the researcher used quantitative approach. Data were collected by structured questionnaire distributed to 200 respondents. Hypotheses test which included T-test (partial test) and F-test (simultaneously test) were employed to analyze the data. Based on the analysis of the data, it can be concluded that from the 6 hypothesis, all of them significantly influence customer satisfaction except for reliability which has no significant influence. The value of Adjusted R Square is 0.269, meaning the 5 independent variables gives 26.9 % of influence on customer satisfaction.