Assessing Public Service Performance In Passport Issuance For HAJJ Pilgrims: Evidence From The Immigration Office In Ternate, Indonesia

Muhammad  Nopiyanto; Rahmat Sabuhari; Ahmad Yani Abdurrahman

doi:10.63922/ijebir.v5i03.3211

Muhammad Nopiyanto Department of Management, Universitas Khairun, Ternate, Indonesia.
Rahmat Sabuhari Department of Management, Universitas Khairun, Ternate, Indonesia.
Ahmad Yani Abdurrahman Department of Management, Universitas Khairun, Ternate, Indonesia.

DOI: https://doi.org/10.63922/ijebir.v5i03.3211

Keywords: public service performance, passport service, Hajj pilgrims, public administration, service quality, Indonesia.

Abstract

Effective public service delivery plays a critical role in supporting the administrative preparation of Hajj pilgrims, particularly in the issuance of passports as an essential travel document. Despite the increasing demand for efficient public services, limited studies have examined the performance of passport services specifically for Hajj pilgrims within the context of developing countries. This study aims to analyze the performance of passport services for prospective Hajj pilgrims at the Class I Immigration Office (TPI) in Ternate, Indonesia, during the 2026 Hajj preparation period. This research employs a qualitative method using a case study approach. Data were collected through observations, in-depth interviews, and documentation involving key stakeholders, including immigration officers and prospective Hajj pilgrims. The research was conducted at the Class I Immigration Office (TPI) Ternate and the Ministry of Religious Affairs offices in Ternate and Sula Islands, which are considered representative of the Hajj passport service process.

The findings indicate that although the overall service performance is perceived positively, several challenges remain, particularly related to document data inconsistencies and delays in passport issuance. Nevertheless, most informants expressed satisfaction with the service process, especially in terms of responsiveness, accuracy, and administrative support provided by the immigration office. The study also identifies supporting and inhibiting factors influencing service performance and proposes practical recommendations to improve the efficiency and quality of passport services for Hajj pilgrims. This study contributes to the public administration literature by providing empirical evidence on public service performance in passport issuance within the context of religious mobility. The findings offer practical insights for policymakers and public institutions in improving service delivery systems, particularly in managing administrative services for large-scale religious activities such as Hajj..

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