Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach

Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach

The aim of this study is to examine the differences between expectation of consumers of the domestic waste collection services and the actual perception of consumers after receiving the service from the appointed domestic waste collection services contractors in the study area. The SERVQUAL approa...

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Main Author: Mohd Zikry, Zulkifle
Format: Thesis
Language:eng
eng
Published: 2017
Subjects:
HF5415.33 Consumer Behavior.
Online Access:https://etd.uum.edu.my/7038/1/s810951_01.pdf
https://etd.uum.edu.my/7038/2/s810951_02.pdf
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id my-uum-etd.7038
record_format uketd_dc
institution Universiti Utara Malaysia
collection UUM ETD
language eng
eng
advisor Md. Said, Nor Pujawati
topic HF5415.33 Consumer Behavior.
spellingShingle HF5415.33 Consumer Behavior.
Mohd Zikry, Zulkifle
Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
description The aim of this study is to examine the differences between expectation of consumers of the domestic waste collection services and the actual perception of consumers after receiving the service from the appointed domestic waste collection services contractors in the study area. The SERVQUAL approach was adopted and adapted in this study. The SERVQUAL components are tangibility, reliability, responsiveness, assurance and empathy. The questionnaire was distributed to 400 residents in the Batu District of Selayang Municipal Council. Only 399 questionnaires were used because one incomplete questionnaire. Batu district was chosen because it is the most populated district in Selayang Municipal Council. The field data was later cleaned before the descriptive and paired T-test statistical analysis was conducted. The results showed that only assurance and empathy do have a difference before and after consumers received the services. As consumers do not get involved with the following process of handling domestic waste as other personal services such as a haircut, the expectation and perception of consumers does not differ much.
format Thesis
qualification_name other
qualification_level Master's degree
author Mohd Zikry, Zulkifle
author_facet Mohd Zikry, Zulkifle
author_sort Mohd Zikry, Zulkifle
title Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
title_short Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
title_full Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
title_fullStr Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
title_full_unstemmed Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach
title_sort service quality of domestic waste collection services in batu district, selayang municipal council, selangor : the servqual approach
granting_institution Universiti Utara Malaysia
granting_department Othman Yeop Abdullah Graduate School of Business
publishDate 2017
url https://etd.uum.edu.my/7038/1/s810951_01.pdf
https://etd.uum.edu.my/7038/2/s810951_02.pdf
_version_ 1747828149774712832
spelling my-uum-etd.70382021-05-10T06:53:12Z Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach 2017 Mohd Zikry, Zulkifle Md. Said, Nor Pujawati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HF5415.33 Consumer Behavior. The aim of this study is to examine the differences between expectation of consumers of the domestic waste collection services and the actual perception of consumers after receiving the service from the appointed domestic waste collection services contractors in the study area. The SERVQUAL approach was adopted and adapted in this study. The SERVQUAL components are tangibility, reliability, responsiveness, assurance and empathy. The questionnaire was distributed to 400 residents in the Batu District of Selayang Municipal Council. Only 399 questionnaires were used because one incomplete questionnaire. Batu district was chosen because it is the most populated district in Selayang Municipal Council. The field data was later cleaned before the descriptive and paired T-test statistical analysis was conducted. The results showed that only assurance and empathy do have a difference before and after consumers received the services. As consumers do not get involved with the following process of handling domestic waste as other personal services such as a haircut, the expectation and perception of consumers does not differ much. 2017 Thesis https://etd.uum.edu.my/7038/ https://etd.uum.edu.my/7038/1/s810951_01.pdf text eng public https://etd.uum.edu.my/7038/2/s810951_02.pdf text eng public other masters Universiti Utara Malaysia Akaateba, M. A. And Yakubu, I. (2013). Householders’ satisfaction towards solid waste collection services of Zoomlion Ghana Ltd in Wa, Ghana. 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The relationship between service quality and customer satisfaction – a factor specific approach, Journal of Services Marketing, 16(4), 363 – 379 Tchobanoglous G, Theisen H, Vigil S. (1993). Integrated Solid Waste Management: Engineering Principle and Management Issue. International Ed. McGram - Hill Book Co. Singapore. Yap, Sheau Fen and Kew, Mew Lian (2007) Service quality and customer satisfaction: antecedents of customer's re-patronage intentions. Sunway Academic Journal, 4, 59-73

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