Factors influencing customer satisfaction with water service quality in Chile

Julia Denantes and Guillermo Donoso

Utilities Policy, 2021, vol. 73, issue C

Abstract: Consumers satisfaction with water and service quality are not always in line with monitored water and service quality compliance. Reducing the difference between perceptions and realities requires understanding how perceptions are formed and the factors that affect them. Most studies have researched these factors in developed countries. This study analyzes the factors that explain customer satisfaction with water and service quality and of the service provided by water supply and sanitation providers in Chile, shedding light on the factors that affect customer satisfaction in a developing country context and, also in a situation with stringent water service standards and reliable water supply. A Structural Equation Model was estimated, using an unbalanced pseudo panel with 32,745 observations collected by the Superintendencia de Servicios Sanitarios of Chile. Results indicate that perceived water quality has a strong influence on the perceived health risk.

Keywords: Tap water quality; Consumer satisfaction; Structural equation modelling; Perceived health risk; Perceived water quality; Service quality (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (2)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:juipol:v:73:y:2021:i:c:s0957178721001296

DOI: 10.1016/j.jup.2021.101295

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