Quality of the solid waste collection service: Case of Colonia Quezaltepec, Santa Tecla
DOI:
https://doi.org/10.5377/ryr.v1i55.14428Keywords:
urban solid waste, solid waste collection, perception, SERVPERF, service qualityAbstract
This study investigates the quality of the urban solid waste (RSU) collection service perceived in colonia Quezaltepec, municipality of Santa Tecla. To measure the quality of the solid waste service, the perception and experiences of the users of the said locality have been rescued. The theoretical and methodological support of this research is an adaptation of the SERVPERF model, through which the perceptions of quality of the solid waste collection service were measured according to the users of this locality. The results indicate that the level of quality of the solid waste collection service perceived by users is favorable in the dimension of tangible elements, safety, empathy and environmental awareness; while reliability and responsiveness are perceived negatively. Methodologically, this study provides a reliable and valid measurement scale that can be used in other studies.
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Instituto de Ciencia, Tecnología e Innovación (ICTI)
Reality and Reflection
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