The Effectiveness of the Use of the M-Paspor Application at the Immigration Traffic Section Application Counter of the Class I TPI Immigration Office in Bandung

Nur Azizah; Riffka Fauzany; Ranti Ramadanti

doi:10.59890/ijmbi.v4i1.311

Authors

Nur Azizah ICB Pajajaran Polytechnic
Riffka Fauzany ICB Pajajaran Polytechnic
Ranti Ramadanti ICB Pajajaran Polytechnic

DOI:

https://doi.org/10.59890/ijmbi.v4i1.311

Keywords:

M-Paspor Application, Public Service Effectiveness, Immigration Services, Digital Government, Service Quality

Abstract

The rapid development of information and communication technology has improved the effectiveness of various sectors, including public services. In Indonesia, information technology has been adopted to support good governance, particularly in immigration services. The Directorate General of Immigration introduced the M-Paspor application to simplify and improve the passport application process. This study uses a descriptive qualitative method to analyze the effectiveness of M-Paspor at the application counter of the Class I TPI Immigration Office in Bandung. Effectiveness is measured based on five indicators: program understanding, target accuracy, timeliness, goal achievement, and tangible outcomes. The findings indicate that the application’s implementation is fairly effective. However, several challenges remain, including limited infrastructure, server disruptions, network issues, and insufficient equipment. Continuous improvement, infrastructure development, and intensified socialization are needed to enhance overall service quality.

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