STUDI KEBUTUHAN DAN KONDISI TOILET UMUM DI TAMAN PRESTASI SURABAYA: TINJAUAN KUALITAS PELAYANAN DLH SEBAGAI DASAR PENGAWASAN KOMISI C DPRD - Leila Pangastuti (Pusat Pengembangan Pendidikan dan Penelitian Indonesia, 2026)
ABSTRACT Public toilets are basic infrastructure in green open spaces that affect visitor comfort, environmental health, and inclusivity. This study aims to: (1) map visitor needs related to public toilets at Taman Prestasi Surabaya; (2) assess existing conditions including physical aspects, cleanliness, accessibility, safety, and operations; (3) evaluate the quality of management services provided by the Environmental Agency (DLH) using the SERVQUAL framework; and (4) formulate relevant supervision indicators for Commission C of the Regional House of Representatives (DPRD). The study employed a mixed methods approach through structured observation, visitor perception surveys (expectations versus perceptions) based on SERVQUAL dimensions, and semi structured interviews. Data analysis was conducted using descriptive analysis, gap analysis (perception minus expectation), and qualitative thematic analysis. The study confirms that public toilet issues generally relate to daily maintenance, availability of consumable supplies, odor control, and responsiveness to complaints. The main recommendations include implementing cleanliness standard operating procedures based on visitation frequency, strengthening supporting facilities such as anti slip flooring, ventilation, and signage, establishing a documented rapid complaint channel, and applying measurable key performance indicators for the supervision of Commission C of the DPRD to support sustainable and accountable public service quality improvement. ABSTRAK Toilet umum merupakan infrastruktur dasar pada ruang terbuka hijau yang mempengaruhi kenyamanan, kesehatan lingkungan, dan inklusivitas pengunjung. Penelitian ini bertujuan: (1) memetakan kebutuhan pengunjung terkait toilet umum di Taman Prestasi Surabaya; (2) menilai kondisi eksisting (fisik, kebersihan, aksesibilitas, keamanan, dan operasional); (3) mengevaluasi kualitas pelayanan pengelolaan oleh Dinas Lingkungan Hidup (DLH) menggunakan kerangka SERVQUAL; serta (4) merumuskan indikator pengawasan yang relevan bagi Komisi C DPRD. Metode menggunakan mixed methods melalui observasi terstruktur, survei persepsi pengunjung (harapan vs persepsi) berbasis dimensi SERVQUAL, dan wawancara semi-terarah. Analisis dilakukan dengan deskriptif, gap analysis (persepsi minus harapan), serta tematik kualitatif. Studi menegaskan bahwa masalah toilet publik umumnya terletak pada pemeliharaan harian, ketersediaan bahan habis pakai, pengendalian bau, dan respons aduan. Rekomendasi utama meliputi SOP kebersihan berbasis frekuensi kunjungan, penguatan sarana pendukung (anti-slip, ventilasi, signage), penerapan kanal aduan cepat yang tercatat, serta KPI terukur untuk pengawasan Komisi C DPRD guna mendukung peningkatan kualitas layanan publik yang berkelanjutan dan akuntabel.