Determination of Appropriate Service Delivery Level for Quantitative Attributes of Household Toilets in Rural Settlements of India from Users’ Perspective

Determination of Appropriate Service Delivery Level for Quantitative Attributes of Household... Improvement of quality of sanitation services in rural settlements is an important development goal in developing countries including India and accordingly several strategies are adopted which promote the demand and use of household toilets through creating awareness and providing subsidies to poor people for construction of household toilets with service-level standards specified from experts’ perspective. In many cases, users are unsatisfied with the quality of toilets constructed using subsidies and the same remain unused. Users’ satisfaction depends on their perceptions of service quality of individual attributes and overall service quality of the household toilets, which is an important determinant of sustainability and sustained use of toilets. This study aims to assess and benchmark the appropriate service delivery level for quantitative attributes of rural household toilets based on user perception. The service quality is determined with the help of level of service (LOS) scales developed using successive interval scaling technique, the zone of tolerance (ZOT), and users satisfaction level (USL) which relates service delivery levels with user satisfaction directly. The study finds that the service quality of most of the attributes of household toilets constructed using subsidies is perceived as poor. The results also suggest that most of the users expect to have a toilet with the service level of attributes ranging between LOS A and LOS B. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Environmental Management Springer Journals

Determination of Appropriate Service Delivery Level for Quantitative Attributes of Household Toilets in Rural Settlements of India from Users’ Perspective

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Publisher
Springer US
Copyright
Copyright © 2018 by Springer Science+Business Media, LLC, part of Springer Nature
Subject
Environment; Environmental Management; Ecology; Nature Conservation; Atmospheric Protection/Air Quality Control/Air Pollution; Forestry Management; Waste Water Technology / Water Pollution Control / Water Management / Aquatic Pollution
ISSN
0364-152X
eISSN
1432-1009
D.O.I.
10.1007/s00267-017-0987-0
Publisher site
See Article on Publisher Site

Abstract

Improvement of quality of sanitation services in rural settlements is an important development goal in developing countries including India and accordingly several strategies are adopted which promote the demand and use of household toilets through creating awareness and providing subsidies to poor people for construction of household toilets with service-level standards specified from experts’ perspective. In many cases, users are unsatisfied with the quality of toilets constructed using subsidies and the same remain unused. Users’ satisfaction depends on their perceptions of service quality of individual attributes and overall service quality of the household toilets, which is an important determinant of sustainability and sustained use of toilets. This study aims to assess and benchmark the appropriate service delivery level for quantitative attributes of rural household toilets based on user perception. The service quality is determined with the help of level of service (LOS) scales developed using successive interval scaling technique, the zone of tolerance (ZOT), and users satisfaction level (USL) which relates service delivery levels with user satisfaction directly. The study finds that the service quality of most of the attributes of household toilets constructed using subsidies is perceived as poor. The results also suggest that most of the users expect to have a toilet with the service level of attributes ranging between LOS A and LOS B.

Journal

Environmental ManagementSpringer Journals

Published: Jan 12, 2018

References

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