QUESTIONNAIRE EVALUATION OF CITIZEN'S SATISFACTION LEVEL FOR MUNICIPAL SOLID WASTE MANAGEMENT

Abstract

Satisfaction level for solid waste management was evaluated in Sapporo and Suita, Japan, by questionnaire survey method. Citizens were selected by three ways: random sampling based on Basic Resident Register and Internet monitors, and selection of Environmental NPOs. Internet survey shows uncertain bias, but NPO survey could be used to monitor the effect of solid waste management policies.
Questionnaires were designed to cover all aspects of waste management services, but satisfaction levels vary among a group of question related to one aspect such as collection of waste. To find groups of correlated questions, Cluster Analysis and Factor Analysis were conducted. The both methods formed almost identical groups, and the resulted grouping were almost the same between two cities. By using the satisfaction groups, which could be used as benchmarking index for solid waste management, the influence of citizens attributes and waste management service level were discussed.