Las dimensiones de la calidad percibida del servicio de recolección de desechos sólidos urbanos: caso de estudio cantón Milagro, Ecuador

Abstract

The dimensions of the perceived quality of the public service of urban solid waste in the canton of Milagro, Ecuador were evaluated in this study. A survey of 20 items according to the SERVQUAL model was designed for the collection of information. The survey was applied to 125 users of collection of solid wishes in autonomous decentralized Municipal Government of Milagro by a casual sampling where only determines the size of the sample, but the members are selected without no established criteria. Prior demonstration of the adequacy of the data, index KMO = 0.909, the dimensions of interest of users were identified: (1) security and tangibility, (2) punctuality and empathy, and, (3)ability to respond. These three dimensions explain more than 69% of the total variance. In addition, the analysis of reliability (Cronbach Alpha > 0,816 for all dimensions shows the internal consistency of the scale used and the statistical tests performed (significant at 5%) allowed to determine the validity of content, of) concept and criteria of the survey.