n Management Dynamics : Journal of the Southern African Institute for Management Scientists - Measuring customer satisfaction with a municipality's waste management service : a preliminary instrument

Volume 17, Issue 2
  • ISSN : 1019-567X



The expression of dissatisfaction with failure in service delivery has become an almost daily occurrence in South Africa. Important role players in service delivery are municipalities. The mandate of a municipality, according to the South African Constitution, is to ensure that the service delivery for which it is responsible satisfy citizens' basic needs. These basic services include refuse (waste) removal.

Against this background this study had two primary objectives. The first was to develop an instrument with sound psychometric properties that can be used by municipalities to measure and assess customer satisfaction with a waste management service. The second primary objective was to investigate the satisfaction of residents of a municipality with its waste management services.

The empirical results suggest that the proposed instrument to measure satisfaction with a municipality's waste management service demonstrates sufficient discriminant validity and reliability. However, the instrument is still in need of further development.

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