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dc.contributor.authorPardal, Ana-
dc.contributor.authorMiguel, Catarina-
dc.identifier.citationA. Pardal, C. Miguel (2019), ERSAR service quality indicators: practical case of a Municipality. Millenium: Journal of Education, Technologies and Health. Série 2, n.º 8.por
dc.description.abstractIntroduction: Waste services are fundamental in modern societies as they contribute significantly to the social and economic development of the country. Therefore, they must comply with a set of principles, among which are the universality of access, continuity and quality of service and price efficiency and equity, constituting an important factor of social balance. From the point of view of regulation and evaluation of the quality of public services provided to users, The Water and Waste Services Regulation Authority (ERSAR) plays a leading role. Objectives: To analyze the service quality indicators (SQI) of a medium-sized city council for the period 2011 to 2016, which allow to evaluate in a technical, environmental and economic terms an municipal solid waste management system. Methods: The evaluation of municipal solid waste (MSW) management services is carried out through three groups of quality of service quality indicators (performance indicators): indicators that reflect the protection of user interests; indicators that reflect the sustainability of service management and, finally, indicators that translate environmental sustainability. Results: The results obtained in the service quality indicators for the evaluation of the goals of the Portuguese Strategic Plan for MSW Management (PERSU 2020) show that the city has yet to make an effort to meet the goals defined for the sector by 2020. Conclusions: Overall, the analysis shows that the system presents mainly levels medium and unsatisfactory quality of service.por
dc.publisherCentro de Estudos em Educação, Tecnologias e Saúde (CI&DETS). Instituto Politécnico de Viseupor
dc.subjectMunicipal Solid Waste Managementpor
dc.subjectService Quality Indicatorspor
dc.titleERSAR service quality indicators: practical case of a Municipalitypor
degois.publication.issueSerie 2, n.º 8por
degois.publication.titleMillenium: Journal of education, technologies and healthpor
Appears in Collections:D-TCA - Artigos em revistas com peer review

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