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

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

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.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jsusta:v:9:y:2017:i:9:p:1578-:d:110962
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    References listed on IDEAS

    as
    1. 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.
    2. 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.
    3. 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. Janusz R. Rak & Katarzyna Pietrucha-Urbanik, 2019. "An Approach to Determine Risk Indices for Drinking Water–Study Investigation," Sustainability, MDPI, vol. 11(11), pages 1-12, June.
    2. 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).
    3. Riikka P. Rajala & Tapio S. Katko & Gunta Springe, 2019. "Students’ Perceived Priorities on Water as a Human Right, Natural Resource, and Multiple Goods," Sustainability, MDPI, vol. 11(22), pages 1-17, November.

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