@thesis{thesis,
		author={Merlis  Indah Septya},
		title ={Factors of Service Quality at Immigration Office Class II Bengkalis Immigration Checkpoint},
		year={2021},
		url={http://eprints.polbeng.ac.id/2408/},
		abstract={This study aims to determine the factors of service quality at Immigration Office Class II Bengkalis Immigration Checkpoint, the most influencing service quality factors, the less influencing service quality factors. The population in this study were the people of Bengkalis sub?district who had made a passport at Immigration Office Class II Bengkalis Immigration Checkpoint with a sample of 100 respondents. The data was collected using a questionnaire via google form which was filled in online by the respondent. All of the data obtained were processed by examining the processed data and then the data was compiled into a frequency distribution table to conduct a descriptive analysis of the magnitude of the responsiveness dimension factors in service quality at Immigration Office Class II Bengkalis Immigration Checkpoint. There is a theory which explains that the factors of service quality are the tangible dimension, empathy dimension, responsiveness dimension, reliability dimension and assurance dimension. From the results of the research that has been done, it shows that the most influential factor in service quality is the tangible dimension with the highest average value of 4.24 which is included in the very high category, it can be concluded that most respondents rated the level of service on the tangible dimension as considered or assessed. it is very good and effective at Immigration Office Class II Bengkalis Immigration Checkpoint and the service quality factor that is less influencing is the dimension of reliability with a mean score of 4.14 which is included in the high category. The mean score of the lowest score is compared with the mean score of the other dimensions studied.}
		}