Tingkat Kepuasan Masyarakat Terhadap Kualitas Sistem Pengelolaan Persampahan di Kota Manado

Abstract

Abstrak

Dalam upaya mengelola dan menangani sampah di wilayah perkotaan, pemerintah Kota Manado telah menerapkan berbagai kebijakan, peraturan, serta strategi guna mengurangi produksi sampah di Kota Manado. Meskipun demikian, situasi kebersihan di Kota Manado masih belum mencapai standar yang diharapkan. Tujuan dari penelitian ini adalah untuk mengidentifikasi sistem pengelolaan persampahan di Kota Manado dan menganalisis tingkat kepuasan masyarakat terhadap kualitas sistem pengelolaan persampahan di Kota Manado. Dalam studi ini, pendekatan analisis deskriptif digunakan untuk menggambarkan bagaimana sistem pengelolaan sampah beroperasi di Kota Manado. Selain itu, metode analisis Indeks Kepuasan Pelanggan (Customer Satisfaction Index - CSI) digunakan untuk mengukur tingkat kepuasan masyarakat terhadap pelayanan sistem pengelolaan sampah yang tengah berjalan di Kota Manado. Berdasarkan hasil identifikasi sistem persampahan di Kota Manado belum dilakukan secara optimal, kurangnya sosialisasi, serta kurangya kesadaran masyarakat terkait persampahan. Hasil analisis CSI (Customer Satisfaction Index) rata-rata tingkat kepuasan masyarakat terhadap sistem pengelolaan sampah: Prosedur Pelayanan 79,51 (Puas), Waktu Penyelesaian 77,64 (Puas), Biaya Pelayanan 72,57 (Puas), Produk Pelayanan 69,68 (Puas), Sarana dan Prasarana 64,39 (Cukup Puas), Kompetensi Petugas Pelayanan 71,22 (Puas).

Kata kunci: Tingkat Kepuasan; Sampah; Pelayanan Publik.

Abstract

In an effort to manage and handle waste in urban areas, the Manado city government has implemented various policies, regulations, and strategies to reduce waste production in Manado city. However, the cleanliness situation in Manado city still has not reached the expected standard. The purpose of this study is to identify the waste management system in Manado city and analyze the level of public satisfaction with the quality of the waste management system in Manado city. In this study, a descriptive analysis approach is used to describe how the waste management system operates in Manado City. In addition, the Customer Satisfaction Index (CSI) analysis method is used to measure the level of public satisfaction with the ongoing waste management system services in Manado City. Based on the identification results, the waste system in Manado City has not been carried out optimally, lack of socialization, and lack of public awareness regarding waste. The results of the CSI (Customer Satisfaction Index) analysis of the average level of public satisfaction with the waste management system: Service Procedures 79.51 (Satisfied), Completion Time 77.64 (Satisfied), Service Fees 72.57 (Satisfied), Service Products 69.68 (Satisfied), Facilities and Infrastructure 64.39 (Moderately Satisfied), Service Officer Competence 71.22 (Satisfied).

Keyword: Satisfaction Level; Garbage; Public Service.