Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia
The quality of recycling services will reflect the effectiveness of recycling performance further improvements. Putrajaya residents were selected as a study site to evaluate the recycling services and assess the ability of the services provided. Data were collected using a stratified random sampling...
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my.uum.repo.203562016-12-15T08:08:45Z http://repo.uum.edu.my/20356/ Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia Haron, Nazatul Faizah Othman, Mohd Shahwahid TD Environmental technology. Sanitary engineering The quality of recycling services will reflect the effectiveness of recycling performance further improvements. Putrajaya residents were selected as a study site to evaluate the recycling services and assess the ability of the services provided. Data were collected using a stratified random sampling of the households using the questionnaires that have been prior tested for reliability.The critical incident technique (CIT) was used to identify and analyse the satisfaction and dissatisfaction of recycling services. Five successful service constructs identified were a good feeling, secured environment, facilities and efficiency, educational and peer pressure.The paper highlights the form of recovery strategies undertaken by the authorities as perceived by the households. 2016-10-05 Conference or Workshop Item PeerReviewed application/pdf en http://repo.uum.edu.my/20356/1/ICOGPA%202016%201%2010.pdf Haron, Nazatul Faizah and Othman, Mohd Shahwahid (2016) Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia. In: International Conference on Government & Public Affairs 2016 (ICOGPA2016), October 5th - 6th, 2016, School of Government, Universiti Utara Malaysia (UUM), Sintok, Kedah, Malaysia. http://icogpa2016.weebly.com/ |
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TD Environmental technology. Sanitary engineering Haron, Nazatul Faizah Othman, Mohd Shahwahid Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
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The quality of recycling services will reflect the effectiveness of recycling performance further improvements. Putrajaya residents were selected as a study site to evaluate the recycling services and assess the ability of the services provided. Data were collected using a stratified random sampling of the households using the questionnaires that have been prior tested for reliability.The critical incident technique (CIT) was used to identify and analyse the satisfaction
and dissatisfaction of recycling services. Five successful service constructs identified were a good feeling, secured environment, facilities and efficiency, educational and peer pressure.The paper highlights the form of recovery strategies undertaken by the authorities as perceived by the
households. |
format |
Conference or Workshop Item |
author |
Haron, Nazatul Faizah Othman, Mohd Shahwahid |
author_facet |
Haron, Nazatul Faizah Othman, Mohd Shahwahid |
author_sort |
Haron, Nazatul Faizah |
title |
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
title_short |
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
title_full |
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
title_fullStr |
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
title_full_unstemmed |
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia |
title_sort |
assessing service quality of e-waste recycling: a case study from putrajaya, malaysia |
publishDate |
2016 |
url |
http://repo.uum.edu.my/20356/1/ICOGPA%202016%201%2010.pdf http://repo.uum.edu.my/20356/ http://icogpa2016.weebly.com/ |
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1644282931943833600 |
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13.18916 |