Kualitas Pelayanan Publik dalam Pembuatan Paspor di Direktorat Nasional Identifikasi Sipil dan Catatan Kriminal Dili, Timor-Leste

Abstract

This research was motivated by various problems related to the quality of public services in passport issuance at the National Directorate of Civil Identification and Criminal Records (DNISCK) Dili, Timor-Leste. These conditions indicate a gap between public expectations and the quality of services provided by public institutions. This study aimed to analyze the quality of public services in passport issuance based on the SERVQUAL dimensions, identify supporting and inhibiting factors, and analyze efforts to improve public service quality at DNISCK Dili. The study employed a qualitative approach with a descriptive method. Data collection techniques were conducted through observation, interviews, and documentation involving informants directly engaged in the passport service process. The results showed that the tangibles dimension was still constrained by limited service facilities and supporting infrastructure. In the dimensions of reliability and responsiveness, services had not operated optimally due to limitations in human resources, administrative systems, and information technology. Meanwhile, in the dimensions of assurance and empathy, services still faced challenges related to procedural transparency, staff competence, and inclusive services for vulnerable community groups. Supporting factors included management commitment, regulatory support, technology utilization, and community participation, while inhibiting factors included budget limitations, institutional capacity constraints, and high service demand. Based on the findings, it can be concluded that improving the quality of public services at DNISCK Dili requires digital-based service reform, strengthening staff capacity, and developing transparent, responsive, and community-oriented service governance.