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.

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Abstract

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.

Item Type:	Conference or Workshop Item (Paper)
Additional Information:	ISBN 978-983-44661-7-6 Organized by: School Of Government, Universiti Utara Malaysia (UUM), Sintok Kedah, Malaysia.
Subjects:	T Technology > TD Environmental technology. Sanitary engineering
Divisions:	School of Government
Depositing User:	Mrs. Norazmilah Yaakub
Date Deposited:	15 Dec 2016 08:08
Last Modified:	15 Dec 2016 08:08
URI:	https://repo.uum.edu.my/id/eprint/20356

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