A 2026 study by Cecep Rudy Hadijaya, Saprudin, and Agus Suarman Sudarsa from Universitas Djuanda reveals that the implementation of waste service retribution policy in Bogor Regency, Indonesia, has not yet reached optimal performance. Published in the International Journal of Applied Research and Sustainable Sciences (IJARSS), the research highlights how service quality, communication gaps, and limited resources directly influence customer satisfaction in waste management services. The findings matter because waste management is closely tied to public health, environmental sustainability, and the effectiveness of local governance.
Waste Management Under Pressure
Waste management has become a growing challenge in rapidly developing regions like Bogor Regency. Population growth, urban expansion, and increased consumption have led to rising waste volumes. Local governments rely on waste service fees—known as retribution—to fund collection, transportation, and disposal operations.
However, public dissatisfaction has emerged due to perceived inconsistencies between fees paid and service quality received. In Bogor’s Ciampea Region IV, which serves over half a million residents across five districts, these challenges are particularly visible. Limited operational capacity and uneven service delivery have raised concerns about the effectiveness of the policy.
How the Study Was Conducted
The research by Cecep Rudy Hadijaya and colleagues used a qualitative descriptive approach to capture real-world conditions. The team collected data through:
- In-depth interviews with officials, staff, and residents
- Direct field observations of waste services
- Analysis of administrative documents
Participants included the head of the waste management unit (UPT), administrative staff, field workers, and community members. This approach allowed the researchers to understand both operational realities and public perceptions.
Key Findings: Progress with Persistent Gaps
The study identifies several important findings regarding the implementation of the waste service retribution policy:
- Policy framework is clear but execution is uneven
Officials understand the purpose of the retribution policy as a funding mechanism for waste services. However, implementation on the ground remains inconsistent. - Limited resources hinder service delivery
The number of waste collection vehicles and personnel is insufficient compared to the large service area. Many vehicles are also in poor condition. - Communication with the public is weak
Many residents pay fees without understanding their purpose or benefits. Policy socialization is irregular and not evenly distributed. - Service quality shows mixed results
Improvements are visible in responsiveness and empathy from field officers. However, reliability—especially consistent collection schedules—remains a major issue. - Customer satisfaction is moderate, not optimal
Residents appreciate cleaner environments and faster responses to complaints, but delays and lack of transparency reduce overall satisfaction. - Public participation remains limited
Communities are mostly passive recipients of policy rather than active participants in waste management planning.
The study also finds a strong link between service quality and payment compliance. Residents who are satisfied with services are more likely to pay retribution fees regularly.
Real-World Implications
The findings have significant implications for policymakers, local governments, and public service management:
According to Cecep Rudy Hadijaya from Universitas Djuanda, the success of waste policy implementation depends not only on regulations but also on how effectively they are communicated and experienced by the public. The study emphasizes that “policy effectiveness is shaped by the interaction between implementers and the community, not just formal rules.”
Broader Impact on Society and Governance
This research highlights a broader issue in public administration: the gap between policy design and field implementation. Even well-structured policies can fail if operational capacity and communication are weak.
For society, improving waste management services contributes to cleaner environments, better public health, and higher quality of life. For businesses, the findings open opportunities in waste technology, logistics, and digital service platforms. For policymakers, the study provides evidence-based recommendations to improve local governance.
In the context of sustainable development, effective waste management is a key indicator of a region’s ability to maintain environmental quality. The Bogor case shows that financial mechanisms like retribution must be supported by strong service delivery systems to achieve long-term success.
Source
Hadijaya, Cecep Rudy; Saprudin; Sudarsa, Agus Suarman (2026). Implementation of The Waste Service Retribution Policy in an Effort to Optimize Customer Satisfaction at The Waste Management UPT of the Bogor District DLH. International Journal of Applied Research and Sustainable Sciences (IJARSS), Vol. 4 No. 3, pp. 285–302.
DOI: https://doi.org/10.59890/ijarss.v4i3.210
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