ANALISIS PERSEPSI WARGA TERHADAP EFEKTIVITAS PROGRAM PENGANGKUTAN SAMPAH DI BTN GELORA INDAH PENGAWU, KOTA PALU

Abstrak

Layanan pengangkutan sampah merupakan bagian penting dari pelayanan publik di tingkat permukiman karena berpengaruh langsung terhadap kebersihan lingkungan. Penelitian ini mengkaji persepsi warga BTN Gelora Indah Pengawu, Kota Palu, terhadap efektivitas pelaksanaan layanan pengangkutan sampah di wilayah tersebut. Penelitian menggunakan pendekatan kualitatif deskriptif dengan melibatkan warga pengguna layanan, ketua RT, dan pihak kelurahan sebagai informan yang dipilih secara purposif. Data diperoleh melalui wawancara semi-terstruktur, observasi, kuesioner terbuka, dan dokumentasi, kemudian dianalisis secara deskriptif dengan menggunakan dimensi kualitas layanan SERVQUAL. Hasil penelitian menunjukkan bahwa layanan pengangkutan sampah telah berjalan secara rutin, namun belum sepenuhnya memenuhi harapan warga. Permasalahan yang ditemukan meliputi ketidakteraturan waktu pengangkutan, keterbatasan fasilitas tempat sampah, serta tidak adanya pemilahan dan pengelolaan lanjutan setelah pengangkutan. Persepsi warga terhadap iuran kebersihan juga beragam dan dipengaruhi oleh kesesuaian antara biaya dan kualitas layanan. Temuan ini menunjukkan bahwa peningkatan efektivitas layanan perlu diarahkan pada perbaikan aspek operasional, penyediaan fasilitas, serta penguatan pengelolaan layanan di tingkat kelurahan.

Waste collection services play an important role in maintaining environmental cleanliness at the neighborhood level. This study examines community perceptions of the effectiveness of waste collection services in BTN Gelora Indah Pengawu, Palu City. A descriptive qualitative approach was applied by involving residents as service users, neighborhood leaders, and village officials selected through purposive sampling. Data were collected through semi-structured interviews, field observations, open-ended questionnaires, and documentation, and were analyzed descriptively using the SERVQUAL service quality dimensions. The findings indicate that although waste collection activities are carried out on a regular basis, the service has not fully met community expectations. Several issues were identified, including irregular collection timing, limited availability of waste bins, and the absence of waste sorting or further processing after collection. Community perceptions of sanitation fees also vary, largely influenced by the perceived balance between service quality and the costs incurred. These findings suggest that improving service effectiveness requires operational adjustments, better supporting facilities, and stronger service management at the local government level.