Key factors in levels of public satisfaction with urban waste collection in a northern Spain city

Levels of public satisfaction among the inhabitants of Burgos with their urban waste collection service are analyzed by comparing satisfaction levels in 2006 and in 2016, as well as the homogeneity of these satisfaction levels in the different areas of the city into which it was divided in 2016. To do so, an empirical exploratory analysis is completed on a representative sample of the population. A regression model is used to identify the significant factors from among all of the factors in the analysis. Then, a predictive model is defined that increases the probability of successful decision-making among the managers responsible for this service. The results provide support for one of the starting hypotheses, considering the daily collection of organic waste, the daily collection of selective waste, the capacity of organic waste containers, the proximity of organic waste containers, the cleanliness of pavements and the cleanliness of walkways as significant factors in the evaluation of public satisfaction. With these factors, the predictive model offers us a certainty index of 66.26% in its predictions.