STRATEGI HUBUNGAN MASYARAKAT SEKSI INFORMASI DAN SARANA KOMUNIKASI KEIMIGRASIAN (FOSARKIM) DALAM MENANGANI PENGADUAN PELAYANAN PASPOR DI KANTOR IMIGRASI KELAS II CIREBON

Abstract

Abstrak
Penelitian berjudul “Strategi Hubungan Masyarakat Seksi Informasi dan Sarana
Komunikasi Keimigrasian (Fosarkim) dalam Menangani Pengaduan Pelayanan
Paspor di Kantor Imigrasi Kelas II Cirebon†ini bertujuan untuk mengetahui
strategi hubungan masyarakat Seksi Fosarkim dalam menangani pengaduan
pelayanan paspor, apa saja bentuk pengaduan pelayanan paspor yang disediakan
oleh Kantor Imigrasi Kelas II Cirebon, dan bagaimana upaya yang dilakukan oleh
Seksi Fosarkim dalam menangani pengaduan pelayanan paspor. Penelitian
deskriptif kualitatif ini menggunakan teknik pengumpulan data observasi non
partisipan, wawancara mendalam, dokumentasi, dan studi kepustakaan. Penelitian
dilakukan di Kantor Imigrasi Kelas II Cirebon Jalan Sultan Ageng Tirtayasa
No.51, Desa Kedung Dawa, Kecamatan Kedawung, Kabupaten Cirebon, dengan
informan yaitu Kepala Seksi Fosarkim dan Kasubsi Komunikasi, serta masyarakat
pemohon paspor. Dengan hasil penelitian: 1) Strategi humas yang diterapkan
adalah dengan memfokuskan kepada pelayanan yang maksimal dan menerapkan
program-program sesuai tujuan sebelumnya, serta melakukan 3 langkah humas
dalam menangani pengaduan pelayanan paspor; 2) Bentuk pengaduan yang
disediakan adalah melalui SMS Gateaway, Nomor Handphone Kepala Kantor,
Kotak Saran, Email dan Websiteresmi Kantor, sertaSocial Media seperti
Instagram dan Twitter; 3) Upaya yang dilakukan yaitu dengan meningkatkan lagi
sosialisasi-sosialisasi ke berbagai daerah dan berbagai kalangan.
Kata kunci : strategi hubungan masyarakat, pengaduan, pelayanan, Kantor
Imigrasi.
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Abstract
The research entitled strategy of public relations of communication and
immigration information (Fosarkim) in complaint handling passport service at the
Office of the Immigration Class II Cirebon aims to find out how the strategy of
public relations Fosarkim Section in complaints handling passport services, what
the forms of complaints passport service are provided by the Office of the
Immigration Class II Cirebon, and how the efforts are made by the Fosarkim
Section in complaint handling of passport service at the Office of the Immigration
Class II Cirebon. This qualitative descriptive method research using data
collecting technique by non participant observation, indepth interview,
documentation, and Literature Study. The research has been conducted at the
Office of the Immigration Class II Cirebon, Jl. Sultan Ageng Tirtayasa, Desa
Kedung Dawa, Kecamatan Kedawung, Kabupaten Cirebon with informans are
Head Of Fosarkim Section, Kasubsi Communication, and customers application
passport. The results of these research are: 1) The strategy of public relations
applied is to focus to the maximal service and implement the programs according
to the previous goals, and doing 3 steps problems solving by public relations in
complaint handling passport; 2) The forms of complaints provided are SMS
Gateaway, Head Office Phone Number, Suggestion Boxes, Email and Official
Website of Office, and Social Media such as Instagram and Twitter, 3) The efforts
done by Fosarkim Section has to increase more the socializations to various
regions and various circles.
Keywords: Strategy, Public Relations, Complaints, Service, Passport