In Siem Reap town, the Siem Reap District Authority (SRDA) has contracted a company for providing waste collection services. The provision of service is not efficiently performed according to the terms and specifications in the contractual agreement, while the provision of the regulations is not enforced by SRDA as required. This paper assesses the factors determining the performance of contracted waste collection services and also analyses residents’ behavior in terms of participation and cooperation. The result of a household (HH) survey, both with/without collection services,The results show that the service provided in selected areas are based on the beneficiary pay principle. Socio-economic factors and willingness to pay (WTP) are related to the reliability of the service and the charge for it. The low quality and quantity of service levels are caused by the lack of performance control and capability to enforce regulation. The lack of cooperation and coordination between responsible institutions and users lead to an unwillingness to participate in or manage waste service.Overall, the evidence suggests a need for taking measures and actions to improve the services.