Measuring Sustainable Service Quality of Malaysian Water and Sewerage Companies: A Pilot Study

Abstract

Objective: The aim of this paper is to evaluate the reliability and validity of the sustainable service quality or SUSSERV instrument prior its implementation to measure service quality and sustainability among the water and sewerage companies.
 Methodology: The random survey data from thirty questionnaires were analyzed representing customers of water and sewerage service companies in Selangor, Kuala Lumpur, and Putrajaya.
 Results: The findings showed that SUSSERV model with six independent variables namely tangibles, reliability, responsiveness, assurance, empathy, and sustainability is a valid and reliable instrument. We recommend the sampling method be used during the final research is the quota sampling and will be based on geographical factors (districts) and category of services (water and sewerage).
 Implication: This paper is an attempt to fill the gap between service, product and process quality. The SUSSERV model has achieved the research objective where it can be used to measure service quality and sustainability among the Malaysian water service companies. SUSSERV will be suitable to overcome the lack of research in sustainability service quality.