Assessing municipal solid waste collection service quality in a developing country context: A case study of Nha Trang, Vietnam

Abstract

Municipal solid waste management in developing countries, particularly in Nha Trang, Vietnam, faces significant challenges due to rapid urbanization and limited resources. This study evaluates service quality in waste collection using the SERVPERF model, based on a survey of 242 respondents analysed with Statistical Package for the Social Sciences (SPSS). Reliability was confirmed through Cronbach’s alpha, while exploratory factor analysis identified two main factors influencing service quality: professionalism and a serving-people spirit. However, the linear regression model explained only a small portion of the variance in perceptions of service quality. The findings underscore the importance of professionalism and community-oriented service in shaping public satisfaction. While the study’s explanatory power is limited, it provides insights for policymakers aiming to improve waste management practices. Future research should involve larger, more diverse samples and refined measurement models, as well as comparative analyses across different customer segments to enhance understanding and support improvements in waste collection services in Vietnamese urban areas.