Assessing municipal solid waste collection service quality in a developing country context: A case study of Nha Trang, Vietnam

Despite the collection of 83-85% of generated waste in urban areas, the remaining 15-17% is discharged into the environment, causing persistent pollution.Landfilling remains the predominant method of treating urban domestic solid waste, with approximately 34% of municipal solid waste (MSW) being directly buried in urban areas [5,6].These negative indicators underscore the urgent need to reassess and improve the urban domestic solid waste management system in Vietnam.Nha Trang, a coastal city in Khanh Hoa province, Vietnam, faces specific challenges in managing its growing MSW.The city's rapid urbanisation, tourism growth, and limited resources have put a strain on its waste collection and management infrastructure.Measuring service quality is a crucial step for authorities and contractors to gather and analyse information about citizens' needs, perceptions, and satisfaction regarding MSW collection services.