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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 sampl...

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Main Authors: Nazatul Faizah, Haron, HO Mohd, Shahwahid
Format: Conference or Workshop Item
Language:English
Published: 2016
Subjects:
H Social Sciences (General)
HB Economic Theory
Online Access:http://eprints.unisza.edu.my/746/1/FH03-FESP-17-09166.pdf
http://eprints.unisza.edu.my/746/
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spelling my-unisza-ir.7462020-11-24T08:20:36Z http://eprints.unisza.edu.my/746/ Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia Nazatul Faizah, Haron HO Mohd, Shahwahid H Social Sciences (General) HB Economic Theory 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 Conference or Workshop Item NonPeerReviewed text en http://eprints.unisza.edu.my/746/1/FH03-FESP-17-09166.pdf Nazatul Faizah, Haron and HO Mohd, Shahwahid (2016) Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia. In: The International Conference on Government and Public Affairs (ICOGPA 2016), 05-06 Oct 2016, Universiti Utara Malaysia, Kedah.
institution Universiti Sultan Zainal Abidin
building UNISZA Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Sultan Zainal Abidin
content_source UNISZA Institutional Repository
url_provider https://eprints.unisza.edu.my/
language English
topic H Social Sciences (General)
HB Economic Theory
spellingShingle H Social Sciences (General)
HB Economic Theory
Nazatul Faizah, Haron
HO Mohd, Shahwahid
Assessing service quality of e-waste recycling: A case study from Putrajaya, Malaysia
description 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 Nazatul Faizah, Haron
HO Mohd, Shahwahid
author_facet Nazatul Faizah, Haron
HO Mohd, Shahwahid
author_sort Nazatul Faizah, Haron
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://eprints.unisza.edu.my/746/1/FH03-FESP-17-09166.pdf
http://eprints.unisza.edu.my/746/
_version_ 1684657691857780736
score 13.211869

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