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 journalArticle

3 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

Fingerprint

water
methodology
customer
Water
service provider
Customer satisfaction
decision
analysis
services
budget
efficiency
demand
costs
management
Costs
cost
index

All Science Journal Classification (ASJC) codes

  • Geography, Planning and Development
  • Renewable Energy, Sustainability and the Environment
  • Management, Monitoring, Policy and Law

Cite this

Han, Sangjong ; Koo, Dan Daehyun ; Kim, Youngkyung ; Kim, Seonghoon ; Park, Joonhong. / Gap analysis based decision support methodology to improve level of service of water services. In: Sustainability (Switzerland). 2017 ; Vol. 9, No. 9.
@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",
year = "2017",
month = "9",
day = "5",
doi = "10.3390/su9091578",
language = "English",
volume = "9",
journal = "Sustainability",
issn = "2071-1050",
publisher = "MDPI AG",
number = "9",

}

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 journalArticle

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 -