ANALISIS KINERJA PEGAWAI DENGAN PENDEKATAN FENOMENOLOGI UNTUK MENINGKATKAN KUALITAS LAYANAN PASPOR D

Abstract

Public service is a government obligation carried out by government institutions.

Good performance allows public institutions to provide satisfactory services to the

community. The Class I Non-TPI Central Jakarta Immigration Office is a government

agency located in Central Jakarta which was inaugurated in 1914 which functions

to provide maximum public services in the field of immigration and also based on

human rights, which are regulated in the Regulation of the Minister of Law and

Human Rights Number 2 of 2022 with the aim of providing maximum service quality

which is also able to increase public satisfaction. This study uses a qualitative

method with an interpretive phenomenological approach. Based on the data

analysis that has been carried out, it can be concluded that the performance of

employees in the Travel Document Verification Service Section of the Class I Non-

TPI Central Jakarta Immigration Office runs according to the Standard Operating

Procedures (SOP) that apply in the Class I Non-TPI Central Jakarta Immigration

Office. The performance produced by employees is good even though there are still

obstacles faced by employees. The inhibiting factors in the Travel Document

Verification Service Section of the Class I Non-TPI Central Jakarta Immigration

Office are the high workload and frequent disruptions to the service system.

Meanwhile, supporting factors are a good working environment, supportive facilities

and effective leadership.