<![CDATA[Penelitian ini bertujuan untuk mendeskripsikan prosedur pelayanan dan manajemen pengelolaan kebersihan oleh Dinas Kebersihan dan Pertamanan Kota Medan serta menganalisis dampaknya terhadap kepuasan masyarakat. Menggunakan pendekatan kualitatif deskriptif, data dikumpulkan melalui observasi, wawancara, dan dokumentasi. Fokus penelitian meliputi prosedur pelayanan (pengumpulan, pengangkutan, penjadwalan, dan respons keluhan) serta manajemen pengelolaan (perencanaan, SDM, sarana prasarana, dan pengawasan). Hasil penelitian menunjukkan bahwa prosedur pelayanan sudah terstruktur namun masih menghadapi kendala seperti keterbatasan armada dan ketidakteraturan jadwal. Manajemen pengelolaan menunjukkan adanya perbaikan melalui perencanaan dan pengawasan, meski efektivitasnya masih perlu ditingkatkan. Persepsi masyarakat terhadap kualitas layanan dan kebersihan lingkungan sangat dipengaruhi oleh kinerja dinas. Keterbatasan penelitian ini terletak pada cakupan wilayah yang belum menyeluruh. Diperlukan evaluasi berkala, peningkatan sarana dan SDM, serta penguatan komunikasi dengan masyarakat untuk mewujudkan pelayanan yang responsif dan partisipatif. This study aims to describe the service procedures and waste management practices of the Sanitation and Landscaping Department of Medan City and to analyze their impact on public satisfaction. Using a descriptive qualitative approach, data were collected through observation, interviews, and documentation. The research focuses on two main aspects: service procedures (waste collection, transportation, scheduling, and response to complaints) and management practices (work planning, human resources, facilities and infrastructure, and supervision). The findings indicate that while the service procedures are structurally in place, they still face challenges such as limited fleets and irregular service schedules. Management efforts have shown improvement through planning and supervision, though overall effectiveness needs enhancement. Public perception of service quality and environmental cleanliness is strongly influenced by the department’s performance. The study’s limitation lies in its incomplete geographic coverage across all districts of Medan City. Periodic evaluations, increased resources and personnel, and stronger communication with the public are recommended to achieve more responsive and participatory sanitation services ]]>
