The role of collaborative governance and total quality management on immigration services quality

Abstract

This research aims to investigate the role of collaborative governance on the quality of immigration services and the role of Total Quality Management on immigration services quality. This research method uses a quantitative method approach, research data was obtained by distributing online questionnaires via the Google Form platform. The questionnaire is designed to contain statement items on a Likert scale of 1 to 7. A 7-point Likert scale can minimize measurement errors and be more precise. The Likert scale used in this research is (1) strongly disagree, (2) disagree, (3) quite disagree, (4) Neutral, (5) quite agree, (6) agree, (7) Strongly agree. The respondents for this research were 378 senior employees of the immigration department in Indonesia who were determined using a simple random sampling method. Analysis of research data uses the partial least squares (PLS) structural equation modeling (SEM) approach with data processing tools using SmartPLS 4.0 software. The variables in this research are the dependent variables, namely collaborative governance, Total Quality Management and the dependent variable is the quality of immigration services. The stages of data analysis are validity testing, reliability testing and significance testing or hypothesis testing. Based on the results of the analysis and discussion that have been presented in this research, this research uses the Partial Least Square (PLS) method for data analysis, it can be concluded as follows, it is concluded that collaborative governance has a positive and significant relationship to the quality of immigration services, Total Quality Management has a positive and significant relationship to the quality of immigration services. Implementing collaborative governance can encourage improvements in the quality of immigration services. Implementing Total Quality Management can encourage improvements in immigration services quality.