Ismatullah, Marzuqi Putra (2025) Pengaruh Kualitas Komunikasi Layanan Terhadap Kepuasan Pelayanan Paspor Pada Kantor Imigrasi Kelas I TPI Pekanbaru. Other thesis, Universitas Islam Riau.

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Abstract

This study analyzes the influence of communication service quality on passport service satisfaction at the Class I TPI Pekanbaru Immigration Office. The increasing number of passports (reaching 104,282 in 2024) and the challenge of the m-passport application quota indicate the crucial importance of communication services. Using a quantitative descriptive approach with 100 respondents, data were collected through a questionnaire and analyzed with SPSS version 21. The results of validity and reliability tests indicate that the research instrument is valid and highly reliable. Descriptively, the quality of communication services and satisfaction with passport services were rated very good by respondents. However, the hypothesis test (t-test) revealed that communication service quality has a statistically significant influence on satisfaction with passport services (significance value 0.000 > 0.05). Although there is a weak positive relationship (Pearson correlation coefficient 0.557), variations in service satisfaction are largely explained by factors other than communication services. It is recommended to improve proactive communication via digital means and identify other determinants of satisfaction.

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