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Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives

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  • Sangjong Han

    (Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
    Environmental and Plant Engineering Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea)

  • Hwankook Hwang

    (Environmental and Plant Engineering Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea)

  • Seonghoon Kim

    (Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea)

  • Gyu Seok Baek

    (Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
    Ministry of Environment, Sejong Government Complex Building 6, Doum 6-Ro 11, Sejong 30103, Korea)

  • Joonhong Park

    (Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea)

Abstract

The ultimate goal of urban water infrastructure asset management may be sustainable water supply with satisfaction for customers. In this work, we attempted to evaluate the gaps between the perspectives of customers and service providers in Korea’s water infrastructure asset management. To evaluate the customers’ perspective, a hierarchical questionnaire survey was conducted to estimate the weights of influence for six customer values and their attributes on Korean water utility management. To evaluate the service providers’ perspective, an AHP (Analytic Hierarchy Process) analysis was performed to estimate the weights of influence for the customer values and their PIs (performance indicators). The gap analysis results show that customers place higher value on customer service satisfaction (emotion and information) than do the service providers (managers), whereas the managers place more value on affordability than do the customers. The findings from this work imply that improving customer service is effective in satisfying the desirable water LOS (level of service) for customers. Recommendations have also been provided for administrators and engineers to develop integrated decision-making systems that can reflect customer needs regarding the improvement of their water infrastructure asset management. The findings from this work may be helpful for the Korean government and water supply utilities in improving the sustainability of their water infrastructure asset management.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:7:y:2015:i:10:p:13334-13350:d:56531
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    References listed on IDEAS

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    1. Gaivoronski, Alexei & Sechi, Giovanni M. & Zuddas, Paola, 2012. "Cost/risk balanced management of scarce resources using stochastic programming," European Journal of Operational Research, Elsevier, vol. 216(1), pages 214-224.
    2. Kayaga, Sam & Calvert, John & Sansom, Kevin, 2003. "Paying for water services: effects of household characteristics," Utilities Policy, Elsevier, vol. 11(3), pages 123-132, September.
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    Cited by:

    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).
    2. Ramos-Salgado, Cristóbal & Muñuzuri, Jesús & Aparicio-Ruiz, Pablo & Onieva, Luis, 2022. "A comprehensive framework to efficiently plan short and long-term investments in water supply and sewer networks," Reliability Engineering and System Safety, Elsevier, vol. 219(C).
    3. 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.
    4. Katarzyna Pietrucha-Urbanik & Janusz R. Rak, 2020. "Consumers’ Perceptions of the Supply of Tap Water in Crisis Situations," Energies, MDPI, vol. 13(14), pages 1-20, July.

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