Service quality of domestic waste collection services in Batu District, Selayang Municipal Council, Selangor : the SERVQUAL approach

The aim of this study is to examine the differences between expectation of consumers of
the domestic waste collection services and the actual perception of consumers after
receiving the service from the appointed domestic waste collection services contractors in the study area. The SERVQUAL approach was adopted and adapted in this study. The
SERVQUAL components are tangibility, reliability, responsiveness, assurance and
empathy. The questionnaire was distributed to 400 residents in the Batu District of Selayang Municipal Council. Only 399 questionnaires were used because one incomplete questionnaire. Batu district was chosen because it is the most populated district in Selayang Municipal Council. The field data was later cleaned before the descriptive and paired T-test statistical analysis was conducted. The results showed that only assurance and empathy do have a difference before and after consumers received the services. As consumers do not get involved with the following process of handling domestic waste as other personal services such as a haircut, the expectation and perception of consumers
does not differ much.