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Consumer satisfaction with water, wastewater and waste services in Portugal
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Orientador(es)
Resumo(s)
While the concept of consumer satisfaction is a central topic in modern
marketing theory and practice, citizens' satisfaction with public services,
and especially water and waste services, is a eld that still remains empirically
rather unexplored. The following study aims to contribute to this area
by analysing the determinants of user satisfaction in the water, wastewater
and waste sector in Portugal, using a unique survey of 1070 consumers undertaken
by the Portuguese Water and Waste Regulator ERSAR. I perform
an analysis of the relation between overall service satisfaction and attributespeci
c service satisfaction with an ordered logit model. I then explore if
subjective consumer satisfaction can be re
ected by ERSAR's technical performance
indicators. The results suggest that overall consumer satisfaction
is driven by consumer's satisfaction with speci c service aspects but unrelated
to socioeconomic and demographic characteristics. Furthermore, I
show that there is no monotonic association between ERSAR's technical
performance indicators and consumers' levels of satisfaction.
Descrição
Palavras-chave
Consumer satisfaction Public utilities Water and waste sector ERSAR