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

doi:10.3390/su9091578

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

Department of Civil and Environmental Engineering

Research output: Contribution to journal › Article › peer-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 language	English
Article number	1578
Journal	Sustainability (Switzerland)
Volume	9
Issue number	9
DOIs	https://doi.org/10.3390/su9091578
Publication status	Published - 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

Access to Document

10.3390/su9091578

Fingerprint Dive into the research topics of 'Gap analysis based decision support methodology to improve level of service of water services'. Together they form a unique fingerprint.

Cite this

@article{13fc3709e35a4e31bc313398a8c38e9b,

title = "Gap analysis based decision support methodology to improve level of service of water services",

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.",

author = "Sangjong Han and Koo, {Dan Daehyun} and Youngkyung Kim and Seonghoon Kim and Joonhong Park",

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 {\textquoteright}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{\textquoteright}s doctoral dissertation.",

year = "2017",

month = sep,

day = "5",

doi = "10.3390/su9091578",

language = "English",

volume = "9",

journal = "Sustainability",

issn = "2071-1050",

publisher = "MDPI AG",

number = "9",

}

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

N1 - 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.

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 -