Gap analysis based decision support methodology to improve level of service of water services

Sangjong Han, Dan Daehyun Koo, Youngkyung Kim, Seonghoon Kim, Joonhong Park

Research output: Contribution to journalArticlepeer-review

4 Citations (Scopus)

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 languageEnglish
Article number1578
JournalSustainability (Switzerland)
Volume9
Issue number9
DOIs
Publication statusPublished - 2017 Sep 5

Bibliographical note

Funding Information:
Acknowledgments: This research was supported by the KICT Research Fund (2017-0139 and 2017-0280) in Korea

Funding Information:
Acknowledgments: This research was supported by the KICT Research Fund (2017-0139 and 2017-0280) in Korea Institute of Civil Engineering and Building Technology. We thank the eight experts who participated in thAe ustuhrovreyCso anntrdi bduistciounsssi:oSnafnogr jtohneg AHHaPn adneavleylsoisp.ed the concept and conducted the surveys. Sangjong Han and Dan Daehyun Koo were primarily responsible for writing the manuscript. Youngkyung Kim and Seonghoon Kim calculated the values of the LOS score, cost, and GI/EI from the City of Seoul data and created the figures and Dtaanb lDesa.eJhoyounnh oKnogoP warekrer epvriiemwaerdilySarnegsjpoonngsiHbalen ’fsord owcrtoitrinalgd tihsese mrtaatniounsc. ript. Youngkyung Kim and Seonghoon Kim calculated the values of the LOS score, cost, and GI/EI from the City of Seoul data and created the figures Conflicts of Interest: The authors declare no conflict of interest. and tables. Joonhong Park reviewed Sangjong Han’s doctoral dissertation.

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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