Measuring Quality Service Delivery in Residential Apartments by private Sector involvement in Solid Waste Sanitation

Prince Elisha Nsiah-Asamoah

Abstract

Solid waste management has been insurmountable with its challenges in urban and regional capitals in Ghana. The private waste management companies combined with district assemblies has provided some relieved solution. The objective for the study is measuring quality service delivery by solid waste management companies in regional capitals and cities in Ghana. A descriptive cross sectional survey design mixed method using structured interviews and questionnaires for data collection.  The researcher initially did a qualitative study where the sampled respondents indicated their preference for the perception of measuring quality service delivery from solid waste management companies. The tangibility, intangibility, reliability, responsiveness, assurance and empathy were considered.  The sampled interview results replicated into structured questionnaire for easy interpretation. The study engaged 1,620 residential households that demands services from solid waste management companies throughout the country representing 89.5% valid data collected using purposive sampling. The findings indicate that distribution of solid waste companies varies from regions with most service providers in the regional capitals. From the survey, 90.6% sampled population uses door-to-door service provider for waste disposal lifted by compassion trucks or tricycles. 58.6% had signed service level agreement (SLA) with their service provider. 88.8% were satisfied with the work from private service providers and collection of their solid waste. The satisfaction factors were regular and timely lifting of refuse 70.9%, moderate fee charges 24.6% and prompt feedback 4.5% respectively in order. The study recommends district assemblies to monitor and evaluate performance of all solid waste service providers. This will solve waste management challenges and creates more jobs for the youth of Ghana.

Keywords: Quality of Service, Service Providers, Solid Waste Management

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