Implementation of The Waste Service Retribution Policy in an Effort to Optimize Customer Satisfaction at the Waste Management UPT of The Bogor District DLH
DOI:
https://doi.org/10.59890/ijarss.v4i3.210Keywords:
Policy Implementation, Waste Management Service Fee, Customer SatisfactionAbstract
This study aims to analyze the implementation of waste service retribution policies in an effort to optimize customer satisfaction at the Waste Management Unit (UPT) IV in the Ciampea Region of the Bogor Regency Environmental Agency. The study used a qualitative descriptive approach through interviews, observations, and documentation. The results showed that the policy standards and implementing dispositions have been running quite well, but implementation has not been optimal due to limited resources, the lack of integration of retribution administration with technical services, and uneven policy communication. Service quality showed improvements in responsiveness and empathy, but remained weak in schedule consistency and fleet availability. Customer satisfaction was in the fairly good category, but was influenced by perceptions of service quality and transparency of retribution management. Improved communication, community participation, and operational capacity are the main recommendations of this study.
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