Perceived Quality of Basic Sanitation: an Analysis From the Four Components

Objective: The study aims to identify users' perceptions regarding the quality of public basic sanitation services based on its four components. Theoretical Framework: Based on existing legislation and the quality of public services, this study focuses on the four components of basic sanitation services and their problems, aiming to investigate users' perceptions. Method: Survey research encompassing 1,114 residents in the state of Rio Grande do Sul. The instrument covered the four components of sanitation (potable water supply, sanitary sewage, urban cleaning and solid waste management, and urban stormwater drainage and management). Descriptive statistics and multiple linear regression analysis were used as analysis techniques. Results and Discussion: The quality of basic sanitation services in all its components is considered satisfactory by users, but improvements are still needed. The frequency of observed problems negatively impacts the perception of service quality. Those who reuse water, separate waste, and whose residences have sewage collection and treatment and stormwater drainage systems attribute higher quality to the service. Research Implications: There is a need to implement a continuous quality evaluation model for sanitation services, as without evaluation, end-user feedback does not exist. Originality/Value: Identification of users' perceptions regarding the quality of basic sanitation services, as no research with this theme covering the entire state has been found so far.