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Analysing piped water service provider performance based on consumer perceptions

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  • Roekmi, Raden Ajeng Koesoemo
  • Chua, Lloyd HC
  • Baskaran, Kanagaratnam

Abstract

A consumer perception survey was conducted across 13 WSPs in Cikarang, Indonesia, to evaluate WSP performance around water continuity, supply pressure, water quality, and tariff affordability. The results showed that: (1) most respondents place water continuity as the most important indicator and expect uninterrupted supply; (2) significant differences exist between respondent expectations and perceptions, where most respondents perceive WSP performance as lower than what they expect; (3) consumer perceptions of performance were better for privately owned WSPs than government WSP. In the absence of performance monitoring and water surveillance, consumer perception can provide accurate initial assessments on performance, especially in identifying WSPs that perform poorly.

Suggested Citation

  • Roekmi, Raden Ajeng Koesoemo & Chua, Lloyd HC & Baskaran, Kanagaratnam, 2018. "Analysing piped water service provider performance based on consumer perceptions," Utilities Policy, Elsevier, vol. 55(C), pages 79-89.
    • Handle: RePEc:eee:juipol:v:55:y:2018:i:c:p:79-89
    DOI: 10.1016/j.jup.2018.09.011
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    References listed on IDEAS

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    1. Whittington, Dale & Lauria, Donald T. & Mu, Xinming, 1991. "A study of water vending and willingness to pay for water in Onitsha, Nigeria," World Development, Elsevier, vol. 19(2-3), pages 179-198.
    2. Vilanova, Mateus Ricardo Nogueira & Magalhães Filho, Paulo & Balestieri, José Antônio Perrella, 2015. "Performance measurement and indicators for water supply management: Review and international cases," Renewable and Sustainable Energy Reviews, Elsevier, vol. 43(C), pages 1-12.
    3. Raden Ajeng Koesoemo Roekmi & Kanagaratnam Baskaran & Lloyd HC Chua, 2018. "Community‐based water supplies in Cikarang, Indonesia: are they sustainable?," Natural Resources Forum, Blackwell Publishing, vol. 42(2), pages 108-122, May.
    4. Alexander Danilenko & Caroline van den Berg & Berta Macheve & L. Joe Moffitt, 2014. "The IBNET Water Supply and Sanitation Blue Book 2014 : The International Benchmarking Network for Water and Sanitation Utilities Databook," World Bank Publications - Books, The World Bank Group, number 19811.
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    1. Ogata, Ryuji & Mahasneh, Salameh & Alananbeh, Azzam & Fujii, Natsuko, 2022. "Insights into water service quality in Jordan from key performance indicators and consumer perceptions," Utilities Policy, Elsevier, vol. 78(C).

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