ANALISIS IMPLEMENTASI IMMIGRATION LOUNGE SEBAGAI INOVASI PELAYANAN KEIMIGRASIAN PADA KANTOR IMIGRASI KELAS I TPI POLONIA

Abstract

Fast, accessible, and responsive public service is a fundamental demand in modern governance, including in the immigration sector. The Class I Immigration Office of TPI Polonia has responded to this demand by launching the Immigration Lounge, a service unit located inside a shopping mall to bring passport and other immigration services closer to highly mobile urban communities. This study aims to analyze the implementation of the Immigration Lounge as a form of public service innovation using Everett M. Rogers' diffusion of innovation theory, which examines five innovation attributes: relative advantage, compatibility, complexity, trialability, and observability, complemented by a review of the SERVQUAL service quality dimensions. This study employs a descriptive qualitative approach with a library research and document analysis design, with data gathered from official institutional documents, laws and regulations, prior scholarly publications, and credible mass media coverage, analyzed using the Miles and Huberman interactive model. Findings indicate that the Immigration Lounge conceptually fulfills the five attributes of Rogers' innovation theory and has the potential to increase public satisfaction, although it still faces challenges such as limited daily service capacity, dependence on the M-Paspor application and internet connectivity, and digital literacy gaps among certain community groups. This study recommends strengthening public outreach, adding service points, and conducting periodic evaluation through Community Satisfaction Surveys to sustain the innovation.