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Insights into water service quality in Jordan from key performance indicators and consumer perceptions

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  • Ogata, Ryuji
  • Mahasneh, Salameh
  • Alananbeh, Azzam
  • Fujii, Natsuko

Abstract

The study analyzed correlations between water supply service performance and customer satisfaction in Jordan, using key performance indicators (KPIs) and surveys of 914 consumers. The study revealed that the level of water service, including water quality, did not influence consumers' selection of drinking water source but strongly influenced their choice of cooking water. The consumers' overall satisfaction showed a significant correlation coefficient with the operating ratio (revenue/expense for operation) (R = 0.84, P < 0.01) and weekly water supply hours (R = 0.69, P < 0.05), which was influenced mainly by consumers’ perception regarding sufficient water quantity and quality.

Suggested Citation

  • 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).
    • Handle: RePEc:eee:juipol:v:78:y:2022:i:c:s0957178722000716
    DOI: 10.1016/j.jup.2022.101406
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    References listed on IDEAS

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    1. Sangjong Han & Dan Daehyun Koo & Youngkyung Kim & Seonghoon Kim & Joonhong Park, 2017. "Gap Analysis Based Decision Support Methodology to Improve Level of Service of Water Services," Sustainability, MDPI, vol. 9(9), pages 1-14, September.
    2. 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.
    3. 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.
    4. Sangjong Han & Hwankook Hwang & Seonghoon Kim & Gyu Seok Baek & Joonhong Park, 2015. "Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives," Sustainability, MDPI, vol. 7(10), pages 1-17, September.
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    Cited by:

    1. Ogata, Ryuji & Thapa, Phatta & Sato, Hirotaka & Masouleh, Fatemeh & Souqia, Khairia, 2023. "Prepaid water meters and water distribution system improvement: A case study of Jenin city, Palestine," Utilities Policy, Elsevier, vol. 85(C).
    2. Wardeh, Mai & Marques, Rui Cunha, 2023. "Progress on sustainable development goal 6 in refugee camps in the Middle East: a comparative study," Utilities Policy, Elsevier, vol. 82(C).

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