Abstract
One of water utility's managerial challenges is to make a balance in between two distinctive managerial goals, cost-effective provision of water service and improving customer satisfaction of water service. As management priorities of the water utility perspective do not reconcile from the customer's perspective, this gap challenges the sustainable provision of water service. In this study, the new methodology based on a gap analysis was proposed to improve the Overall Level of Service (O-LOS) of water service. Two new indexes (Gap Index [GI] and the Efficiency Index [EI]) were developed to improve the O-LOS and minimize the gap between the customers and the service providers. The methodology proposed in this study is effective in supporting the water utility decisions on budget allocation to make a balance in between the customers' demand and the service providers' needs.
| Original language | English |
|---|---|
| Article number | 1578 |
| Journal | Sustainability (Switzerland) |
| Volume | 9 |
| Issue number | 9 |
| DOIs | |
| Publication status | Published - 2017 Sep 5 |
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All Science Journal Classification (ASJC) codes
- Geography, Planning and Development
- Renewable Energy, Sustainability and the Environment
- Management, Monitoring, Policy and Law
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Gap analysis based decision support methodology to improve level of service of water services. / Han, Sangjong; Koo, Dan Daehyun; Kim, Youngkyung; Kim, Seonghoon; Park, Joonhong.
In: Sustainability (Switzerland), Vol. 9, No. 9, 1578, 05.09.2017.Research output: Contribution to journal › Article
TY - JOUR
T1 - Gap analysis based decision support methodology to improve level of service of water services
AU - Han, Sangjong
AU - Koo, Dan Daehyun
AU - Kim, Youngkyung
AU - Kim, Seonghoon
AU - Park, Joonhong
PY - 2017/9/5
Y1 - 2017/9/5
N2 - One of water utility's managerial challenges is to make a balance in between two distinctive managerial goals, cost-effective provision of water service and improving customer satisfaction of water service. As management priorities of the water utility perspective do not reconcile from the customer's perspective, this gap challenges the sustainable provision of water service. In this study, the new methodology based on a gap analysis was proposed to improve the Overall Level of Service (O-LOS) of water service. Two new indexes (Gap Index [GI] and the Efficiency Index [EI]) were developed to improve the O-LOS and minimize the gap between the customers and the service providers. The methodology proposed in this study is effective in supporting the water utility decisions on budget allocation to make a balance in between the customers' demand and the service providers' needs.
AB - One of water utility's managerial challenges is to make a balance in between two distinctive managerial goals, cost-effective provision of water service and improving customer satisfaction of water service. As management priorities of the water utility perspective do not reconcile from the customer's perspective, this gap challenges the sustainable provision of water service. In this study, the new methodology based on a gap analysis was proposed to improve the Overall Level of Service (O-LOS) of water service. Two new indexes (Gap Index [GI] and the Efficiency Index [EI]) were developed to improve the O-LOS and minimize the gap between the customers and the service providers. The methodology proposed in this study is effective in supporting the water utility decisions on budget allocation to make a balance in between the customers' demand and the service providers' needs.
UR - http://www.scopus.com/inward/record.url?scp=85029090997&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85029090997&partnerID=8YFLogxK
U2 - 10.3390/su9091578
DO - 10.3390/su9091578
M3 - Article
AN - SCOPUS:85029090997
VL - 9
JO - Sustainability
JF - Sustainability
SN - 2071-1050
IS - 9
M1 - 1578
ER -