Muhammad Ilham Yahya, Agung Sulistyo Purnomo, Hanifa Maulidia

MEMBANGUN LAYANAN IMIGRASI YANG BERINTEGRITAS: ANALISIS LITERATUR TENTANG ETIKA PELAYANAN PUBLIK DAN KEPUASAN MASYARAKAT

Introduction

Membangun layanan imigrasi yang berintegritas: analisis literatur tentang etika pelayanan publik dan kepuasan masyarakat. Analisis literatur etika pelayanan publik dalam layanan imigrasi Indonesia. Telusuri hubungan etika, kepuasan masyarakat, serta peran keadilan, transparansi, akuntabilitas, dan empati.

Abstract

Abstrac Public service ethics plays an important role in improving the quality of immigration services in Indonesia. This study aims to analyze the relationship between the application of service ethics and the level of satisfaction of immigration service applicants. Using a literature study method with a qualitative approach, data was collected from various scientific sources. The results of the analysis show that each of the principles of fairness, transparency, accountability, and empathy contribute significantly to increasing public satisfaction. Although technology based innovations have been implemented, the ethical behaviour of employees remains a key factor in shaping the service experience. The main barriers to ethics implementation include rigid bureaucratic culture and weak public oversight. Therefore, strengthening regulations, ethics based training and community engagement are important strategies in building immigration services with integrity. Keywords: Public Service Ethics, Applicant Satisfaction, Immigration Services, Bureaucratic Reform, Good Governance   Abstrak Etika pelayanan publik memegang peranan penting dalam meningkatkan kualitas layanan imigrasi di Indonesia. Penelitian ini bertujuan untuk menganalisis hubungan antara penerapan etika pelayanan dan tingkat kepuasan pemohon layanan imigrasi. Menggunakan metode studi literatur dengan pendekatan kualitatif, data dikumpulkan dari berbagai sumber ilmiah. Hasil analisis menunjukkan bahwa setiap prinsip keadilan, transparansi, akuntabilitas, dan empati berkontribusi signifikan terhadap peningkatan kepuasan masyarakat. Meskipun inovasi berbasis teknologi telah diterapkan, perilaku etis pegawai tetap menjadi faktor kunci dalam membentuk pengalaman layanan. Hambatan utama dalam implementasi etika diantaranya budaya birokrasi yang kaku dan lemahnya pengawasan publik. oleh karena itu, penguatan regulasi, pelatihan berbasis etika, dan pelibatan masyarakat menjadi strategi penting dalam membangun layanan imigrasi yang berintegritas. Kata Kunci: Etika Pelayanan Publik, Kepuasan Pemohon, Layanan Keimigrasian, Reformasi Birokrasi, Good Governance

Review

This literature review, "MEMBANGUN LAYANAN IMIGRASI YANG BERINTEGRITAS: ANALISIS LITERATUR TENTANG ETIKA PELAYANAN PUBLIK DAN KEPUASAN MASYARAKAT," addresses a critically important topic concerning the quality and integrity of public services, specifically within the Indonesian immigration context. The authors aim to analyze the intricate relationship between the application of public service ethics and the resultant satisfaction levels of immigration service applicants. Given the vital role immigration services play in national administration and the significant impact of ethical conduct on public trust, this study offers timely insights into how ethical principles can enhance service delivery and foster a more positive citizen experience. Employing a qualitative literature study methodology, the research systematically synthesizes information from various scientific sources to illuminate key aspects of ethical public service. The findings strongly indicate that principles such as fairness, transparency, accountability, and empathy are crucial contributors to increased public satisfaction. Interestingly, the study underscores that while technological innovations are implemented, the ethical behavior of employees remains paramount in shaping the overall service experience. Furthermore, the authors identify significant implementation barriers, including a rigid bureaucratic culture and insufficient public oversight, and propose practical strategies such as reinforced regulations, ethics-focused training, and enhanced community engagement to build more integrated and trustworthy immigration services. The paper makes a valuable contribution by consolidating existing knowledge on public service ethics within the specific domain of immigration, providing a clear framework of contributing factors, challenges, and actionable strategies. While the qualitative literature review approach effectively synthesizes established concepts, a future extension could involve specifying the scope and selection criteria of the "various scientific sources" to enhance replicability and assess the breadth of the literature examined. Nevertheless, this work serves as an essential foundation for policymakers and practitioners in Indonesia, offering a clear roadmap for bureaucratic reform and fostering good governance through the strategic reinforcement of ethical conduct in public service delivery.

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