In implementation public services, quality of service is the most important thing that must be done by the government as a service provider for the needs of the community, the implementation of which is certainly expected to have quality that is in line with community expectations, one of them is a passport making service which is one of the important documents that must be owned by anyone who wants to travel abroad. There are still many problems related to immigration services at the Immigration Office class 1 in the city of Jambi, both in the ease of access in providing information to the public in making a passport, a long settlement time that is not in accordance with the specified time and the minimum responsiveness of the immigration apparatus to the community. aims to find out how the quality of passport services and their influence on community satisfaction at the Immigration Office Class 1 Jambi City in 2017-2018. The method used in this research is mix methods which is a step of research by combining two approaches in research, namely qualitative and quantitative. In this study, the theory used is the theory of service quality to analyze how the quality of the passport services at the immigration office in class 1 Jambi City, whether it is as already appropriate expected by the community. Data collection techniques are done by observation, interviews, documentation and questionnaires. Based on the results of the study showed that the results were maximum, this can be seen from the aspect aspects of Tangible, reliability, Responsiveness, Assurance. But when viewed from the empathy aspec the results have not been fully maximized, there are officers who use the handphone during working hours, so that it affectts the process of passport service which becomes less effective in service quality. Based on the results of this study it is expected that the class 1 immigration office in Jambi will be more disciplined in carrying out its duties and adding generator facilities to anticipate in the event of a power outage so that the service process can run properly