The exploration of customer satisfaction model for municipal solid waste collection performance – a case study in Saravane city, Saravane province, Laos

This study was conducted to assess the customers’ satisfaction level with solid waste collection service in Salavane city, Salavane province, Laos. The interviewed data from 132 households have been tested and analyzed for the correlations between influencing factors and customers’ satisfaction. Through testing Cronbach's alpha coefficient and KMO and Bartlett test, as well as exploratory factor analysis, from 36 observed variables, the authors reduced to 18 significant observed variables. Multivariate regression analysis was applied to build a model to assess the level of satisfaction with solid waste collection services. The results show that “Responsiveness of workers”, “Responsiveness of facility”, and “Reliability” have a great influence on customer's satisfaction.