The exploration of customer satisfaction model for municipal solid waste collection performance – a case study in Saravane city, Saravane province, Laos

https://doi.org/10.31130/ud-jst.2023.570E

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Author

  • Le Hoang Son
    The University of Danang - University of Science and Technology, Danang, Vietnam
    Lasitthiphon Phudvilai
    The University of Danang - University of Science and Technology, Danang, Vietnam
    Pham Thi Ngoc Tho
    The University of Danang - University of Science and Technology, Danang, Vietnam

Từ khóa:

Waste Collection and Transport (WCT)
Service Performance
Customer Satisfaction
Exploratory Factor Analysis
Multiple Linear Regression

Tóm tắt

This study was conducted to assess the customers’ satisfaction level with solid waste collection service in Salavane city, Salavane province, Laos. The interviewed data from 132 households have been tested and analyzed for the correlations between influencing factors and customers’ satisfaction. Through testing Cronbach's alpha coefficient and KMO and Bartlett test, as well as exploratory factor analysis, from 36 observed variables, the authors reduced to 18 significant observed variables. Multivariate regression analysis was applied to build a model to assess the level of satisfaction with solid waste collection services. The results show that “Responsiveness of workers”, “Responsiveness of facility”, and “Reliability” have a great influence on customer's satisfaction.

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Jun 30, 2023
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Son, L. H., L. Phudvilai, và P. T. N. Tho. “The Exploration of Customer Satisfaction Model for Municipal Solid Waste Collection Performance – a Case Study in Saravane City, Saravane Province, Laos”. Tạp Chí Khoa học Và Công nghệ - Đại học Đà Nẵng, vol 21, số p.h 6.1, Tháng Sáu 2023, tr 44-49, doi:10.31130/ud-jst.2023.570E.

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