PENGARUH KEHANDALAN, KECEPATAN LAYANAN, DAN AKUNTABILITAS TERHADAP EFEKTIVITAS PENYEDOTAN LUMPUR TINJA DENGAN KINERJA PEGAWAI SEBAGAI VARIABEL MODERASI

Abstract

This study aims to analyze the effectiveness of sludge desludging in Tangerang City by examining the factors of reliability, service speed, and accountability and how employee performance moderates the relationship between these three variables and service effectiveness. The research method used was quantitative, using a regression analysis approach and moderated regression analysis (MRA). Data were collected through questionnaires distributed to respondents who were service recipients and workers in the sludge desludging sector in Tangerang City. The results show that reliability, service speed, and accountability have a positive influence on sludge desludging effectiveness, while reliability has no significant effect. This means that the faster the service is provided and the higher the level of accountability implemented, the greater the effectiveness of sludge desludging services. Furthermore, the analysis results indicate that employee performance acts as a moderator, strengthening the relationship between service speed and sludge desludging effectiveness. This suggests that optimal employee performance can accelerate service response times and increase public satisfaction. However, employee performance can moderate the relationship between reliability and accountability on service effectiveness, indicating that other factors also play a role in improving service reliability and accountability. Based on these findings, this study recommends several strategic policies for local governments. First, improve service speed by optimizing digital systems and utilizing app-based technology to expedite the sludge ordering and desludging process. Second, strengthen service accountability through information transparency, a strict monitoring system, and a public feedback mechanism. Third, improve employee performance through regular training, performance evaluations, and incentives for high-performing employees.

Keywords: Faecal Sludge Desludging Effectiveness, Reliability, Service Speed, Accountability, Employee Performance.