Daseinsvorsorge – Welche Indikatoren beeinflussen dieZufriedenheit mit öffentlichen Diensten, hier am Beispielder andienungspflichtigen Abfallentsorgung in Deutschland

Torsten Mischel

Z'GuG Zeitschrift für Gemeinwirtschaft und Gemeinwohl, 2022, vol. 45, issue 1, 215-237

Abstract: This article examines which specific indicators influence the latent variable satisfaction with waste disposal on behalf of the public in Germany. Satisfaction is measured with the European Customer Satisfaction Index (ECSI) and the Corporate Reputation Model (CRM), among others. The individual indicators measured in the models have to be adapted to the specifics of the waste management sector. Within the framework of an expert survey, the most important factors that have the greatest influence on the waste disposal satisfaction are determined. The most important factors identified here are environmental protection, reliability, cleanliness and complaints management. The result is a modified ECSI which can be used for public and private household surveys.

Date: 2022
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DOI: 10.5771/2701-4193-2022-1-215

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