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

AbstrakPenelitian berjudul “Strategi Hubungan Masyarakat Seksi Informasi dan SaranaKomunikasi Keimigrasian (Fosarkim) dalam Menangani Pengaduan PelayananPaspor di Kantor Imigrasi Kelas II Cirebon” ini bertujuan untuk mengetahuistrategi hubungan masyarakat Seksi Fosarkim dalam menangani pengaduanpelayanan paspor, apa saja bentuk pengaduan pelayanan paspor yang disediakanoleh Kantor Imigrasi Kelas II Cirebon, dan bagaimana upaya yang dilakukan olehSeksi Fosarkim dalam menangani pengaduan pelayanan paspor. Penelitiandeskriptif kualitatif ini menggunakan teknik pengumpulan data observasi nonpartisipan, wawancara mendalam, dokumentasi, dan studi kepustakaan. Penelitiandilakukan di Kantor Imigrasi Kelas II Cirebon Jalan Sultan Ageng TirtayasaNo.51, Desa Kedung Dawa, Kecamatan Kedawung, Kabupaten Cirebon, denganinforman yaitu Kepala Seksi Fosarkim dan Kasubsi Komunikasi, serta masyarakatpemohon paspor. Dengan hasil penelitian: 1) Strategi humas yang diterapkanadalah dengan memfokuskan kepada pelayanan yang maksimal dan menerapkanprogram-program sesuai tujuan sebelumnya, serta melakukan 3 langkah humasdalam menangani pengaduan pelayanan paspor; 2) Bentuk pengaduan yangdisediakan adalah melalui SMS Gateaway, Nomor Handphone Kepala Kantor,Kotak Saran, Email dan Websiteresmi Kantor, sertaSocial Media sepertiInstagram dan Twitter; 3) Upaya yang dilakukan yaitu dengan meningkatkan lagisosialisasi-sosialisasi ke berbagai daerah dan berbagai kalangan.Kata kunci : strategi hubungan masyarakat, pengaduan, pelayanan, KantorImigrasi.109AbstractThe research entitled strategy of public relations of communication andimmigration information (Fosarkim) in complaint handling passport service at theOffice of the Immigration Class II Cirebon aims to find out how the strategy ofpublic relations Fosarkim Section in complaints handling passport services, whatthe forms of complaints passport service are provided by the Office of theImmigration Class II Cirebon, and how the efforts are made by the FosarkimSection in complaint handling of passport service at the Office of the ImmigrationClass II Cirebon. This qualitative descriptive method research using datacollecting technique by non participant observation, indepth interview,documentation, and Literature Study. The research has been conducted at theOffice of the Immigration Class II Cirebon, Jl. Sultan Ageng Tirtayasa, DesaKedung Dawa, Kecamatan Kedawung, Kabupaten Cirebon with informans areHead Of Fosarkim Section, Kasubsi Communication, and customers applicationpassport. The results of these research are: 1) The strategy of public relationsapplied is to focus to the maximal service and implement the programs accordingto the previous goals, and doing 3 steps problems solving by public relations incomplaint handling passport; 2) The forms of complaints provided are SMSGateaway, Head Office Phone Number, Suggestion Boxes, Email and OfficialWebsite of Office, and Social Media such as Instagram and Twitter, 3) The effortsdone by Fosarkim Section has to increase more the socializations to variousregions and various circles.Keywords: Strategy, Public Relations, Complaints, Service, Passport