Gap Analysis Based Decision Support Methodology to Improve Level of Service of Water Services

Sangjong Han, Dan Daehyun Koo, Youngkyung Kim, Seonghoon Kim and Joonhong Park
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Sangjong Han: Environmental and Plant Engineering Research Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea
Dan Daehyun Koo: Department of Engineering Technology, Indiana University–Purdue University (IUPUI), 799 W. Michigan St. ET 314J, Indianapolis, IN 46202, USA
Youngkyung Kim: Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
Seonghoon Kim: Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
Joonhong Park: Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea

Sustainability, 2017, vol. 9, issue 9, 1-14

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.

Keywords: water infrastructure asset; LOS (level of service); customer value; gap analysis (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2017
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (3)

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