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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 sampling...

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Main Authors: Haron, Nazatul Faizah, Othman, Mohd Shahwahid
Format: Conference or Workshop Item
Language:English
Published: 2016
Subjects:
TD Environmental technology. Sanitary engineering
Online Access: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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spelling 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/
institution Universiti Utara Malaysia
building UUM Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Utara Malaysia
content_source UUM Institutionali Repository
url_provider http://repo.uum.edu.my/
language English
topic TD Environmental technology. Sanitary engineering
spellingShingle TD Environmental technology. Sanitary engineering
Haron, Nazatul Faizah
Othman, 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 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/
_version_ 1644282931943833600
score 13.211869

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