AN EMPIRICAL STUDY OF INDUSTRIAL SOLID WASTE COLLECTION IN SHWE PYI THAR INDUSTRIAL ZONE, YANGON

Myint Zaw Oo; Hye Min Park

doi:10.30638/eemj.2023.003

AN EMPIRICAL STUDY OF INDUSTRIAL SOLID WASTE COLLECTION IN SHWE PYI THAR INDUSTRIAL ZONE, YANGON

Myint Zaw Oo, Hye Min Park

International School of Urban Sciences

University of Seoul

Research output: Contribution to journal › Article › peer-review

2 Scopus citations

Abstract

Awareness of customer perception of service quality is a significant determinant of success for service organizations. This study aimed to investigate customer perception of service quality of the industrial solid waste collection service in Yangon, Myanmar and test the validity of the measurement scale of the SERVQUAL model in this context. Samples were collected using the convenience sampling technique in Shwe Pyi Thar Industrial zones in Yangon. Confirmatory factor analysis was applied to examine the function of the SERVQUAL model, and gap score analysis was performed to evaluate service quality. The results showed that the model was fit to measure service quality. Furthermore, a significant difference was identified between respondents' expectations and perceptions, and service quality scored low in all dimensions. The respondents shared eight suggestions to improve service quality.

Original language	English
Pages (from-to)	27-36
Number of pages	10
Journal	Environmental Engineering and Management Journal
Volume	22
Issue number	1
DOIs	https://doi.org/10.30638/eemj.2023.003
State	Published - 1 Jan 2023

Keywords

SERVQUAL model
confirmatory factor analysis
customer satisfaction
service quality
solid waste

UN SDGs

This output contributes to the following UN Sustainable Development Goals (SDGs)

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10.30638/eemj.2023.003

Cite this

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abstract = "Awareness of customer perception of service quality is a significant determinant of success for service organizations. This study aimed to investigate customer perception of service quality of the industrial solid waste collection service in Yangon, Myanmar and test the validity of the measurement scale of the SERVQUAL model in this context. Samples were collected using the convenience sampling technique in Shwe Pyi Thar Industrial zones in Yangon. Confirmatory factor analysis was applied to examine the function of the SERVQUAL model, and gap score analysis was performed to evaluate service quality. The results showed that the model was fit to measure service quality. Furthermore, a significant difference was identified between respondents' expectations and perceptions, and service quality scored low in all dimensions. The respondents shared eight suggestions to improve service quality.",

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AN EMPIRICAL STUDY OF INDUSTRIAL SOLID WASTE COLLECTION IN SHWE PYI THAR INDUSTRIAL ZONE, YANGON

Abstract

Keywords

UN SDGs

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