Calidad de servicio de la recolección de residuos sólidos y la satisfacción del usuario, Manta, 2024.

Abstract

The study aimed to analyze the influence of solid waste collection service quality on user satisfaction in the city of Manta during 2024. A quantitative approach was used, featuring a correlational and non-experimental cross-sectional design. A SERVPERF-based questionnaire was applied to a sample of 384 users selected through random sampling. The evaluated dimensions included tangibles, reliability, responsiveness, safety, and empathy. The results revealed that reliability and responsiveness had the highest levels of dissatisfaction, while safety and empathy were perceived as relative strengths. Tangibles received mostly positive evaluations, though some areas for improvement were identified. Overall, a gap was observed between user expectations and perceived service quality, which affects overall satisfaction. It was concluded that, although certain aspects of the service meet user expectations, consistency in operations, user communication, and general quality perception require improvement. Recommendations include process optimization, strengthened communication, staff training, infrastructure renewal, and continuous service evaluation. These measures aim to increase satisfaction and promote sustainability in solid waste management.