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"Direktorat Jenderal Imigrasi merupakan salah satu direktorat Jenderal di lingkungan Departemen Hukum dan HAM Republik Indonesia yang sadar akan pentingnya peningkatan pelayanan dan berusaha mendekatkan diri pada masyarakat. lembaga lni juga selain tercatat aktlf melakukan berbagai kegiatan penyebaran informasikepada masyarakat atas peraturan keimigrasian dimana Humas Direktorat Jenderal Imigrasi juga tercatat sebagai anggota Sadan Koordinasi Hubungan Masyarakat di Kementerian Komunikasidan Informatika Republik Indonesia.Walaupun aktif melakukan penyebaran lnformasi kepada masyarakat namun tetap ada beberapa hal yang esensial atas pelayanan yang diberikannya belum tersosialisasi secara balk kepada masyarakat. Adalah keputusan Menteri Hukum dan HAM Republik Indonesia nomor : M.08-IZ.03.10 TAHUN 2006 tentang tentang Perubahan Keempat Atas Keputusan Menter! Kehakiman Republik Indonesia nomor : M.Ol- IZ.03.10 Tentang Paspor Biasa, Paspor Untuk Orang Asing, Surat Perjalanan laksana Paspor Untuk Warga Negara Indonesia, Dan surat Perjalan laksana Paspor Untuk Orang Asing yang menyatakan bahwa permohonan Surat Pe1jalanan Republik Indonesia dapat dilakukan di kantor imigrasi manapun dengan ketentuan syarat - syarat dasar berupa kepemllikan Kartu Tanda Penduduk (KTP), Kartu Keluarga (KK) dan Akta l.ahir atau ijasah terpenuhi.Kemudahan yang ditawarkan oleh Kementerian ini seharusnya menyebabkan adanya penyebaran permohonan Surat Perjalanan Republik Indonesia atau paspor Republik Indonesia pada kantor - kantor yang volume kerjanya tldak terlalu tinggi namun kemudahan in! beberapa tahun setelah pelaksanaannya tidak menimbulkan penyebaran permohonan sebagaimana diharapkan.DKI Jakarta sebagai ibu kota Negara memiliki beberapa kantor imigras kelas I Khusus dan kelas I yang setiap tahun kegiatan penerbitan Surat Perjalanan Republik Indonesia yang diterbitkan oleh kantor - kantor ini mengalami peningkatan bahkan menyumbang sekitar 20% dari total penerbitan paspor di seluruh Indonesia. Seiring diterbitkannya Keputusan Menteri tersebut diatas diharapkan masyarakat memiliki alternatif untuk mendaftarkan permohonannya pada kantor - kantor yang dianggap menguntungkan bagi dirinya.Riset ini bertujuan? untuk menganalisis faktor - faktor yang menyebabkan tidak terjadinya penyebaran permohonan ke kantor- kantor lmigrasi lain yang ada di seputar DKI Jakarta melalui analisa perilaku konsumen jasa oleh Fandy l]iptono. Kerangka analisa in! melipui 5 (lima) dimensi yaitu : identifikasi kebutuhan, pencarian informasi, evaluasi alternatif, pembelian dan konsumsi serta evaluasi purnabeli.Dalam riset ini,data kuantitatif yang diperoleh dar! survei dianalisis dengan menggunakan metode rata- rata (mean) yang. kemudian dilakukan pembobotan guna mendapatkan data yang lebih balk untuk selanjutnya hasil kuatitatif akan lebih diperinci dengan data kualitatif yang diperoleh melalui wawancara mendalam.

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Directorate General of Immigration is one of the directorates within the Ministry of Justice and Human Rights Republic of Indonesia which is aware of the importance of improving services and draws closer to the community. The institute is also active to carrying a variety of activities to the public dissemination of information toward immigration regulations.In addition, the Public Relations Directorate General of Immigration Is also registered as a member of the Coordinating Agency for Public Relations at the Ministry of Communication and Information of the Republic of Indonesia.Although active in distributing information to the public but still there are some things that are some essential toward the service they provide, has not been properly socialized to the community. Is the decision of the Minister of Justice and Human Rights Republic of Indonesia Number: M.O8-HZ.03.10 YEAR 2006 on the Fourth Amendment to Decree of the Minister of Justice of the Republic of Indonesia Number: M.Ol- IZ.03.10 About Regular Passport,align Passport,as a lieu as a passport for Indonesian citizen, as a lieu as a passport which is stated that the application of the Republic of Indonesia Travel letter can be made at any immigration office with the provisions of the terms - the basic requirement of ownership of Identity Card (ID),Family Card (KK} and Deed of birth or fulfillment certificate.The simplicity offered by the Ministry supposed to cause the spread of the petition of the Republic of Indonesia Travel Document or passport of the Republic of Indonesia at the offiCes that the volume of work is not to high,but this simplidty of a few years after Its implementation did not result in the spread of the applications as expected.DKI Jakarta as the capital of the State has several special classes of immigration offices which each year of the issuance of travel of the Republic of Indonesia issued by the offices has increased moreover contributed about 20% of the total issuance of passports in Indonesia. As the issuance held by Decree of the Minister above are expected to have an ?alternative community to register their petition at the offices which considered favorable for them.This research alms to analyze the factors that cause the absence of spread of the petition to other immigration offices around the DKI Jakarta through the analysis of consumer behavior by Fandy Tjlptono services. The framework of this analysis include 5 (five) dimensions: the identification of needs, information search, alternative evaluation, purchase and consumption as well as evaluation of post purchase. In this research, qualitative data obtained through in-depth interviews with quantitative data obtained from the survey which have been analyzed using the distribution of frequency."

"Pelaksanaan tugas keimigrasian yang menonjol dan paling urnum diketahui oleh masyarakat lugs adalah pelayanan Surat Perjalanan Republik Indonesia (SPRI). Surat Perjalanan Republik Indonesia, yang selanjutnya disebut paspor adalah dokumen resmi yang dikeluarkan oleh Pemerintah Republik lmdonesia yang memuat identitas pemegangnya dan berlaku untuk melakukan per]alanan keluar atau masuk wilayah Negara Republik Indonesia.Penelitian ini merupakan penelitian deskriptif analistik yang dirancang dengan tujuan untuk mengetahui tingkat kualitas pelayanan paspor di Kantor Imigrasi Jakarta Timur. Sebagai instansi pelayanan publik maka Kantor Imigrasi berkewajiban memberikan pelayanan yang dapat memuaskan masyarakat dalam hal ini pemohon paspor sebagai pelanggan. Tjiptono (1996:54) menyatakan bahwa terdapat hubungan antara kualitas dengan kepuasan pelanggan. Kualitas pelayanan menurut Parasuraman dick (1990:24) dipengaruhi oleh lima dimensi pokok melalui metode konsep Servqual yaitu: tangible, reliability, responsiveness, assurance, dan empathy.Dan hasil analisis diketahui bahwa tingkat kualitas pelayanan paspor di Kantor Imigrasi Jakarta Timur secara keseluruhan belum memenuhi harapan para pemohon paspor sehingga tingkat kepuasan terhadap pelayanan juga belum optimal. Hal ini dapat dilihat dari hasil pengolahan data bahwa kesenjangan tiap dimensi kualitas pelayanan paspor di Kantor Imigrasi Jakarta Tirnur semua bernilai negatif dan tingkat kepuasan tiap dimensi semua berada di bawah seratus persen menunjukkan bahwa para pemohon paspor belum puas terhadap pelayanan yang diterimanya.

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The most common and known service of Immigration Office is Indonesian Republic Passport service. This Indonesian Republic Passport is an official document issued by Indonesian Republic Government that consist of the holder's identity and using as a legal document for entering or leaving Indonesian Republic teritory.This research is an analytic descriptive study, designed with the purpose to find out the level of passport service quality at East Jakarta Immigration Office. As a public institution, Immigration Office has obligation to deliver satisfaction service to public as its costumer. Tjiptono (1996, 54) stated that there is a correlation between the quality service and customer satisfaction. According to Parasuraman, et al. through the concept of servqual (1990, 24), stated the service quality is influenced by five dimensions: tangible, reliability, responsiveness, assurance and empathy.The analysis results shows that passport service quality at the East Jakarta Immigration Office has not yet fulfill customer's expectation and thus the service satisfaction has not reach the optimum level yet also. This conclusion is based on result of data analysis, that every dimension of passport service quality at East Jakarta Immigration Office has negative score gap and service satisfaction is under hundred percent. It shows that passport applicant as its customer is not satisfied yet with delivered service from East Jakarta Immigration Office."

"Kebijakan Sistem Penerbitan Surat Perjalanan Republik Indonesia merupakan suatu kebijakan yang dikeluarkan oleh Direktorat Jenderal Imigrasi dengan diterbitkannya Peraturan Direktur .Ienderal Imigmsi Nomor IMI- 89l.GR.01.0i Tahun 2008 tentang Standar Operasional Proscdur Sistem Pcncrbitan Surat Perjalanan Republik Indonesia, dengan tujuan memberikan kemudahan pelayanan kepada masyarakat sekaligus mengedepankan aspck keamanannya. Penelitian ini dilakukan dengan tuiuan menganalisis dan menguji pengaruh komunikasi, sumber daya, disposisi, dan struktur birokrasi terhadap keberhasilan implemcntasi kebijakan pelayanan Sistem Penerbitan Surat Perjalanan Rcpublik Indonesia pada Kantor Imigrasi di Wilayah DKI Jakarta. Dengan responds-:n sebanyak 70 (tujuh puluh) orang petugas yang terlibat langsung di dalam pemberian pelayanan Surat Perjalanan Republik Indonesia pada Kantor Imigrasi di Wilayah DKI Jakarta. Berdasarkan analisis data dapat disimpulkan bahwa keempat variabel memiliki pengaruh yang kuat tcrhadap kcbcrhasilan kebijakan implementasi sistem penerbitan Surat Pcrjalanan Rcpublik Indonesia pada Kantor Imigrasi. Sinergi keempat variabel dimaksud telah mampu mengeliminir kelemahan diantaranya, khususnya sumbcr daya yang akhimya mampu mengantarkan kcbcrhasilan implcmcntasi kebijakan sistem pencrbitan Surat Petjalanan Republik Indonesia pada tingkat pengukuran baik dalam skala liken (kurang baik, cukup baik, baik, dan sangat baik).

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Travel Document Issuance System Policy of the Republic of Indonesia is a policy issued by the Directorate General of Immigration by the issuance of the Director General of Immigration of IMI-89l.GR.0l.0l Regulations 2008 on the Standard Operating Procedure Travel Document Issuance System for the Republic of Indonesia, with the aim of providing services to the public convenience and prioritize the aspects ofsafety.

This research was conducted with the aim of analyzing and testing the influence of communication factors, resources, disposition, and bureaucratic structures towards a successtiil implementation of service' policies Travel Document Issuance System for the Republic of Indonesia at the Immigration Office in Jakarta. With 70 respondents (seventy) of the officers who were directly involved in the provision of services Travel Letter Republic of Indonesia at the Immigration Ofiice in Jakarta.

Based on data analysis can be concluded that all four variables have a strong influence on the successful implementation of the policy of the Republic of Indonesia Travel publishing system at the Immigration Oflice. The synergy of these four variables was able to eliminate these deficiencies, especially factor resources, which in tum is able to provide the successful implementation of issuance of the policy of the Republic of Indonesia Travel Letter at the second level of measurement in a Likert scale (poor, good, good, and very good)."

"Penelitian ini adalah mengenai inovasi layanan permohonan Penerbitanpaspor melalui website pada Kantor Imigrasi Kelas I Khusus Jakarta Barat. Dalampenelitian ini juga dianalisis alasan dan faktor yang melandasi mengapa inovasilayanan permohonan Penerbitan paspor melalui website kurang terdifusikansecara maksimal.Penelitian ini menggunakan metode kuantitatif di mana akan berusahauntuk menggambarkan fakta-fakta mengenai proses komunikasi yang dilakukanuntuk menyebarkan inovasi layanan permohonan penerbitan paspor melaluiwebsite, menjelaskan keadaan dari objek penelitian, dan membuktikan teori difusiinovasi yang dikemukakan oleh Rogers dengan mendapatkan sebagian besar datadari responden. Pisau bedah yang digunakan dalam penelitian ini adalah denganmenggunakan empat dimensi difusi inovasi yang dikemukakan oleh Rogers, yaituinovasi, saluran komunikasi, jangka waktu, dan sistem sosial. Sampel dalampenelitian ini adalah responden yang telah menggunakan inovasi layananpermohonan penerbitan paspor melalui website. Informan dalam penelitian iniadalah para pejabat yang terkait dengan masalah Penerbitan paspor di KantorImigrasi Kelas I Khusus Jakarta Barat. Pengumpulan data dalam penelitian inidilakukan dengan menggunakan kuesioner dan wawancara mendalam.Dari hasil penelitian ini dapat disimpulkan bahwa: 1) Mayoritas respondenmemberikan pendapat bahwa inovasi layanan permohonan penerbitan paspormelalui website mempunyai keuntungan yang relatif tinggi, dengan tingkatkompatibilitas, triabilitas, obserabilitas yang tinggi dan tingkat kompleksitas yangrendah. 2) Akan tetapi layanan ini kurang terdifusikan secara maksimal karenaKantor Imigrasi Jakarta Barat belum melaksanakan promosi baik itu melaluimedia massa maupun media interpersonal secara maksimal. 3) kendala utamayang dihadapi dalam masalah ini adalah rendahnya komitmen dari KantorImigrasi Jakarta Barat untuk melakukan sosialisasi tentang inovasi, belum adanyaanggaran untuk melakukan sosialisasi, dan masih kentalnya unsur birokrasi yanghierarkis dalam melakukan pelayanan publik.Hasil penelitian menyarankan bahwa Kantor Imigrasi Jakarta Barat perluuntuk lebih menggencarkan usaha promosi inovasi kepada masyarakat, perluditingkatkan kesadaran dan komitmen agen pembaharu untuk lebihmenyebarluaskan inovasi dan perlu adanya suatu langkah untuk memasukkansemangat kompetisi dalam menjalankan birokrasi demi mewujudkan pelayananprima kepada masyarakat.

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The research is about analyzing respondent’s opinion on the innovation of

passport application using website in Immigration Office Class I West Jakarta.

The research also analyses the reasons as well as factors underlying the fact that

service innovation an passport application through website is less diffused

exellently.

The research adopts quantitative method as it is regarded suitable for the

research where it enables the researcher to illustrate the facts dealing with

communication process carried out to diffuse service innovation on paspport

aplication through website, describe the condition of the research object and

prove Rogers’s Theory of diffusion of innovation by gaining most of the data

from the respondents. The research uses four elements of Rogers’s Diffusion of

Innovation Theory, which are innovation, communication channel, time, and

social system. However, in the element of social system, the researcher focuses

more on adopter characteristic and change agents. Sample of this research are

people who have used service innovation on passport application through website.

The informants involved in the research are officials who are related to passport

issuance matters in the Immigration Office Class I West Jakarta. Data collection is

conducted by distributing questionnaire and conducting in depth interview.

The research results conclude that: 1) the majority of the respondents said

that service innovation on paspport application through website processes high

relative profit, with high level of compatibility, triability, and observability and

low level of complexity. They also stated that the service innovation offers

positive values and profit in terms of passport application voiewed from the quick

annual decision making process. 2) Nonetheless, the service is less diffused

excellently due to the lack of promotion performed by West Jakarta Immigration

Office, neither in mass media nor interpersonal media, optimally. In addition, it

only relied on information board as a media to deliver information on innovation.

3) Main obstacles faced in this case are the low level of commitment from West

Jakarta Immigration Office to conduct socialization on innovation, the absence of

budget to conduct socialization, and the stong hierarchical bureaucratic element in

the implementation of public service.

The research resuts suggest that Immigration Office Class I West Jakarta

needs to promote the service innovation unceasingly to the society, increase the

awareness and commitment of reformer agents in order to diffuse innovation, and

create a step to insert spirit of competition in implementing bureaucracy to

achieve service quality to the society."

"Aplikasi Pendaftaran Antrean Paspor Online (APAPO) merupakan inovasi pelayanan keimigrasian yang dilakukan oleh Direktorat Jenderal Imigrasi untuk mengatasi permasalahan layanan paspor di Indonesia. Kantor Imigrasi Kelas I Khusus Jakarta Selatan merupakan Unit Pelaksana Teknis dari Direktorat Jenderal Imigrasi yang bertugas untuk melaksanakan pelayanan paspor di Jakarta Selatan. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan pendaftaran paspor online oleh pengelola dan pengguna di Kantor Imigrasi Kelas I Khusus Jakarta Selatan dengan menggunakan metode survei dan wawancara mendalam. Penelitian ini menggunakan penggabungan antara model kesuksesan sistem informasi DeLone & McLean dan COBIT 4.1. Hasil penelitian menunjukan bahwa APAPO mendapatkan hasil yang positif pada indikator model kesuksesan sistem walaupun terdapat kendala saat aplikasi digunakan. Sementara itu, Kantor Imigrasi Jakarta Selatan telah berhasil memenuhi semua indikator dalam tata kelola pelayanan paspor yang baik dan dapat mengatasi hambatan-hambatan yang dihadapi oleh masyarakat dengan terus melakukan beberapa inovasi layanan paspor, terbukti dengan diraihnya predikat Wilayah Birokrasi Bersih dan Melayani dari Kemenpan RB. Maka, dilihat dari semua indikator yang terpenuhi dan kemampuan Kantor Imigrasi Jakarta Selatan dalam mengatasi hambatan-hambatan, dapat disimpulkan bahwa hal-hal tersebut dapat membuat Kantor Imigrasi Kelas I Khusus Jakarta Selatan memiliki pelayanan yang berkualitas baik sehingga dapat menjadi percontohan bagi kantor imigrasi lainnya.

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The Online Passport Queue Registration Application is an immigration service innovation carried out by the Directorate General of Immigration to address passport service problems in Indonesia. The South Jakarta Immigration Office is a Technical Implementation Unit of the Directorate General of Immigration whose task is to carry out excellent passport services in South Jakarta. This study aims to analyze the quality of online passport registration services by managers and users at the South Jakarta Immigration Office using quantitative method through questionnaires and qualitative method through in-depth interviews. This study utilizes a combination of DeLone & McLean's information system success theory and COBIT 4.1. The result showed that the application had positive results in DeLone & McLean's theory even though there were major obstacles. Meanwhile, the South Jakarta Immigration Office has succeeded in fulfilling all indicators in COBIT 4.1, overcome the obstacles by doing several passport service innovations, as evidenced by the achievement of the title of Clean and Serving Bureaucratic Area from the Ministry of State Apparatus Empowerment and Bureaucratic Reforms. It can be concluded that the efforts can improve South Jakarta Immigration Office's service have that could become a model for other immigration offices in Indonesia."

"Pelaksanaan antrian pendaftaran pembuatan paspor secara online merupakan salah satu program keimigrasian yang dilakukan oleh pemerintah. Hal ini sesuai dengan Peraturan Menteri Hukum dan Hak Asasi Manusia RI Nomor 8 Tahun 2014 Tentang Paspor Biasa dan Surat Perjalanan Laksana Paspor. Hal ini yang mendorong dilakukannya penelitian ini yang bertujuan untuk menganalisis kualitas dan faktor-faktor yang mempengaruhi pelayanan pembuatan paspor secara online di kantor imigrasi kelas I khusus Jakarta Timur dengan merujuk teori model Egovqual Papadomichelakki & Mentzas (2012). Pendekatan penelitian yang digunakan adalah pendekatan kuantitatif, teknik pengambilan data dilakukan dengan kuisioner, wawancara mendalam, observasi langsung serta studi pustaka. Hasil penelitian menunjukkan bahwa kualitas pelayanan dalam pembuatan paspor secara online di Kantor Imigrasi Kelas I Khusus Jakarta Timur mendapat kepercayaan yang tinggi dari masyarakat. Hal ini ditunjukkan dengan hasil olah data terhadap kuisioner yang menunjukkan dimensi trust mendapatkan penilaian paling tinggi pada indikator Tr1 yaitu password dan id pemohon terakuisis dengan baik oleh sistem dalam website, sedangkan dimensi reliability mendapatkan penilaian paling rendah pada indikator Rl2 yaitu website dapat digunakan kapanpun atau online 24 jam.

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The implementation of the online passport registration queue is one of the immigration programs carried out by the government. This is in accordance with the Regulation of the Minister of Law and Human Rights of the Republic of Indonesia Number 8 of 2014 concerning Ordinary Passports and Travel Letters Like Passports. This is what prompted this study which aims to analyze the quality and factors that influence online passport making services at the Class I immigration office specifically in East Jakarta by referring to the theory of the Egovqual Papadomichelakki & Mentzas (2012) model. The research approach used is a quantitative approach, data collection techniques are carried out by questionnaires, in-depth interviews, direct observation and literature study. The results showed that the quality of service in making passports online at the Class I Immigration Office for East Jakarta received high trust from the public. This is indicated by the results of data processing on the questionnaire which shows the trust dimension gets the highest rating on the Tr1 indicator, namely the password and applicant id are well acquired. by the system on the website, while the reliability dimension gets the lowest rating on the Rl2 indicator, namely the website can be used anytime or online 24 hours."

"Pelayanan publik merupakan cerminan hubungan dan interaksi antara negara dan warga negara. Masyarakat saat ini tengah menuntut pelayanan publik yang dapat memenuhi kepentingan masyarakat luas, dapat diandalkan dan terpercaya, serta mudah dijangkau. Salah satu upaya dalam mencapai pelayanan publik yang sesuai dengan kebutuhan dan harapan masyarakat adalah dengan menerapkan electronic government atau E-Government. Berdasarkan evaluasi dari keluhan masyarakat dan tuntutan masyarakat akan peningkatan pelayanan publik agar pembuatan paspor lebih efisien, Direktorat Jenderal Imigrasi mengeluarkan inovasi dalam memberikan pelayanan antrean permohonan paspor melalui peluncuran aplikasi baru yang diberi nama Mobile Paspor atau M-Paspor. Penelitian ini bertujuan untuk menganalisis kualitas pelayanan E-Government dalam Permohonan Paspor Online melalui M-Paspor di Kantor Imigrasi Kelas I Jakarta Pusat. Untuk menganalisis kualitas pelayanan E-Government digunakan model pengukuran E-Government Quality atau E-GovQual yang terdiri dari empat dimensi, yaitu Efficiency (Efisiensi), Reliability (Keandalan), Trust (Kepercayaan), dan Citizen Support (Dukungan bagi Masyarakat). Penelitian ini menggunakan pendekatan kuantitatif dengan metode campuran yang dilakukan dengan penyebaran kuesioner kepada 102 responden yang telah memenuhi kriteria yang ditentukan dan wawancara mendalam. Hasil penelitian menemukan bahwa Kualitas Pelayanan E-Government pada permohonan paspor melalui M-Paspor di Kantor Imigrasi Kelas I Jakarta Pusat termasuk dalam kategori baik. Hal tersebut dilihat dari empat dimensi yaitu dimensi efficiency, trust, reliability, dan citizen support masuk ke dalam kategori baik.

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Public service is a reflection of the relationship and interaction between the state and citizens. The demand of public services that are able to meet the interests of the wider community, reliable and trustworthy, and accessible are increasing in the recent year. One of the efforts to achieve public services in accordance with the needs and expectations of the community is to implement electronic government or E-Government. Based on an evaluation of public complaints and demands from the public for improved public services in order to make passports more efficient, the Directorate General of Immigration issued an innovation in providing queuing services for passports through the launch of a new application called Mobile Passport or M-Paspor. This study aims to analyze the quality of E-Government services in Online Passport Applications through M-Passports at the Class I Immigration Office in Central Jakarta. To analyze the quality of E-Government services, the E-Government Quality or E-GovQual measurement model is used which consists of four dimensions, Efficiency, Reliability, Trust, and Citizen Support. This study used a quantitative approach with mixed methods which was carried out by distributing questionnaires to 102 respondents who had met the specified criteria and in-depth interviews. The results of the study found that the Quality of E-Government Services on passport applications via M-Paspor at the Class I Immigration Office in Central Jakarta in the good category. This can be seen from the four dimensions, the dimensions of efficiency, trust, reliability, and citizen support which appertain to the good category."

"Recently Service Quality condition in Public sector is undelight in reality, many factor that caused coustrans of service profile in public sector are under estimated from service expectation.

Immigration Office as a Government Institution, which serve the public, is a form of government Employee functions as public servant, for this task therefore public has to be well-served, so there is positive image in public society.

Therefore, the author conducts the research on service that is delivered by Batam Immigration Office based on The Decree of Ministry of Justice Republic of Indonesia, Number M.02.PW.09.021992, on using Smart Card as Investigation Process of Immigration in Batam Check Point area. Smart Card service is a fast service which is given by Batam Immigration Office, as a toolkit to acceralate for solution investigation process of Immigration in many Immigration Check Points in integrated area of Riau Province, but it is not as substitution of Nationality Passport or Travel Document.

The research is aimed to identify service quality of Smart Card in Batam Immigration Office, by using the concept of Service Quality from Zeithaml, Parasuraman and Berry, and to analysis the level of perception and expectation of customer at Batam Immigration Office. Beside that it also want to identify expectation difference level of customer on Service Quality dimension and also, how to position each of service dimension in Cartesian Diagram.

This research used descriptive analytical method. The research involved population of 131 respondents, which consist of three Nationality in SIJORI (Singapore, Johor and Riau). The data resource of this research is Ordinal data using Likert scale. Data collecting method used questionnaire, and the data is analyzed by using SPSS (Statistical Programme for Social Science) 11,0 version.

The result of this research has shown that 76,37% of customers think that the service officer of Smart Card in Batam Immigration Office is good, and the rest of 23,63% still think that it's less than good. Where as statistical result using Chi Square test show that there is no different judgment of customer among five Service Quality dimensions is still the need to improve human resource so that they can meet customers need.

The result of this research academically is useful to all kinds of parties, while Immigration Office can be as the reference material in conducting the next research, but in a wider scope, as well as advanced policy on expansion of Smart Card. This research practically is expected to be a consideration for Batam Immigration Office in arranging strategy of decision-making on improvement Service Quality and its performance by paying attention at service quality dimensions and aspects, which are considered important to be improved."