Evaluating the Effectiveness and Service Quality of the Online Passport System (M-Paspor) in the Era of Digital Adaptation at the Class I TPI Tanjung Priok Immigration Office

  • Fakhri Naufal Riswaji Politeknik Imigrasi dan Pemasyarakatan Indonesia, Depok, Indonesia
  • Salsabila Andi Jani Politeknik Imigrasi dan Pemasyarakatan Indonesia, Depok, Indonesia
  • Imma Yedida Ardi Politeknik Imigrasi dan Pemasyarakatan Indonesia, Depok, Indonesia
DOI: https://doi.org/10.54783/ijsoc.v8i3.1744
Keywords: Effectiveness, E-Government, M-Paspor, System Quality, Immigration Service.

Abstract

Digital transformation in Indonesia's immigration sector materialized through the launch of M-Paspor, an online passport application service, in late 2021. However, service expectations did not always match implementation reality, as technical and administrative obstacles were still frequently reported by users. This study evaluated M-Paspor's system effectiveness and service quality at the Class I TPI Tanjung Priok Immigration Office and identified the factors influencing its current maturity. A descriptive qualitative approach was applied through literature review and digital content analysis of nationwide secondary data and Tanjung Priok-specific digital traces, including performance reports, Google Play Store and App Store reviews, official social media (@ImigrasiPriok), and prior publications, analyzed using the DeLone and McLean Information Systems Success Model. Findings showed that nationally, server instability and system failure during high-traffic periods remained the dominant complaints through 2025–2026, while at Tanjung Priok, positive outreach innovations coexisted with gaps in the currency of official digital information. M-Paspor's effectiveness in the impact and partnership dimensions was relatively optimal, whereas system sustainability and local information consistency still required strengthening. The study recommended additional cloud-based server capacity, interface refinement, a dedicated WhatsApp-based digital helpdesk, and standard operating procedures for mitigating system disruptions.

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Published
2026-09-23
How to Cite
Riswaji, F. N., Jani, S. A., & Ardi, I. Y. (2026). Evaluating the Effectiveness and Service Quality of the Online Passport System (M-Paspor) in the Era of Digital Adaptation at the Class I TPI Tanjung Priok Immigration Office. International Journal of Science and Society, 8(3), 374-385. https://doi.org/10.54783/ijsoc.v8i3.1744
Issue
Vol 8 No 3 (2026): International Journal of Science and Society (IJSOC)
Section
Articles

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