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    Por favor, use este identificador para citar o enlazar este ítem: http://hdl.handle.net/10259/10018

    Título
    Exploring determinants of public satisfaction with urban solid waste collection services quality
    Autor
    Puche Regaliza, Julio CésarAutoridad UBU Orcid
    Porras Alfonso, SantiagoAutoridad UBU Orcid
    Jiménez Palmero, AlfredoAutoridad UBU
    Aparicio Castillo, SantiagoAutoridad UBU
    Arranz Val, PabloAutoridad UBU Orcid
    Publicado en
    Environment, Development and Sustainability. 2020, V. 23, n. 7, p. 9927-9948
    Editorial
    Springer
    Fecha de publicación
    2020-10
    ISSN
    1387-585X
    DOI
    10.1007/s10668-020-01040-1
    Résumé
    This work explores determinants of public satisfaction with urban solid waste collection service quality of the city of Burgos (Spain). A Structural Equation Modeling is conducted based on the indicators of the service quality offered by the SEMAT S.A. company and the dimensions offered by SERVQUAL service quality model. The findings show that Assurance and Responsiveness have a positive and significant effect on public satisfaction. However, Reliability, Empathy, and Tangible have no significant effect. Regarding Assurance, cleanliness of pavements and cleanliness of walkways are the indicators that provide a significant influence on this dimension. Otherwise, daily collection of organic waste and daily collection of selective waste are the indicators that provide a significant effect on the Responsiveness dimension. We can emphasize that increasing public satisfaction can be achieved by increasing the frequency of pavements and walkways cleanliness and the frequency of organic and selective waste collection and that this has a clear relationship with the increase in costs and pollution impact. Find a balance between frequency of collection and cost and pollution is necessary. Despite this, the significance of these indicators is strong enough to motivate decision-makers to address their efforts and investments in improving them, enabling thus an effective and efficient service at the required level of quality and adjusting their strategies to increase public satisfaction. Moreover, the study highlights that 84.37% of citizens are satisfied with the service. In addition to this practical validation at the management level, we also discuss environmental and sustainability repercussions.
    Palabras clave
    Citizens' satisfaction
    Public services
    PLS-SEM
    Waste management
    SERVQUAL model
    Environment and sustainability
    Materia
    Contaminación
    Pollution
    Economía
    Economics
    URI
    http://hdl.handle.net/10259/10018
    Versión del editor
    https://doi.org/10.1007/s10668-020-01040-1
    Aparece en las colecciones
    • Artículos FORMADESA
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    Puche-edas_2020.pdf
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