Analysis of the quadrant strategy for household solid waste management (Case study: BUMDes Amarta, Pandowoharjo Village Sleman Yogyakarta)

Abstract

BUMdes Amarta is a company owned by Pendowoharjo Village, where one of the businesses is household waste management. This study aimed to examine the service quality of the BUMdes to seek customer performance and the importance of household waste management and determine the further management development strategy. This research was conducted for three months in mid of 2020. The data were collected using a questionnaire of 30 household waste customers and analyzed using satisfaction level analysis and development strategy quadrant analysis with the importance-performance analysis method. The main variables analyzed include five aspects: tangible, empathy, responsiveness, reliability, and assurance. Most of the customers assessed that they were satisfied with the feasibility of the garbage transporting vehicle. The polite officers’ attitude when picking up the trash, informing the customer about the time to pick up the garbage, the certainty of the service schedule, the certainty of the cost of retribution, and the customer could trust the officer. Based on the level of conformity of expectations and performance, three attributes have poor performance: equipment for transporting garbage, uniform for officers, and safety and health equipment for transporters. The results based on quadrant analysis show that three attributes are the main priority: safety and health equipment for transport officers, officers’ willingness to provide information and consultation regarding waste, and officers’ readiness and responsiveness to respond to customer complaints.