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Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool

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  • Fiorenzo Franceschini
  • Maurizio Galetto
  • Elisa Turina

Abstract

The measurement of a service Quality is a relevant issue for organizations. In this paper we describe an application of the Parasuraman, Zeithalm and Berry’s (PZB) conceptual model of service Quality in the field of the water and sewage service. The PZB model determinants have been specialized for this specific target and a multi-questionnaire has been developed. This activity has been developed basing on Quality Function Deployment methodology. The described approach is structured into two parts. The first one concerns a general evaluation of the service Quality, while the second one considers specific service aspects enabling to better understand possible reasons of dissatisfaction. A specific software application to support data collection and statistical analysis is described. The proposed monitoring tool ensures an overall evaluation of service Quality from the customer point of view. Its organization into two parts allows reducing the overall costs of data acquisition as well as maximizing the information got from customers. The multi-questionnaire can be tailored in order to meet the needs of both customers and service controller in the monitored areas. The results of the survey show the perceived Quality of the service. Future work will be focused on the comparison between the customers’ perceptions and the Quality which is actually assured by the service provider (the offered Quality). Copyright Springer Science+Business Media B.V. 2010

Suggested Citation

  • Fiorenzo Franceschini & Maurizio Galetto & Elisa Turina, 2010. "Water and Sewage Service Quality: A Proposal of a New Multi-Questionnaire Monitoring Tool," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 24(12), pages 3033-3050, September.
    • Handle: RePEc:spr:waterr:v:24:y:2010:i:12:p:3033-3050
    DOI: 10.1007/s11269-010-9593-0
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    References listed on IDEAS

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    1. Pakdil, Fatma & Aydın, Özlem, 2007. "Expectations and perceptions in airline services: An analysis using weighted SERVQUAL scores," Journal of Air Transport Management, Elsevier, vol. 13(4), pages 229-237.
    2. David Rosenberg & Jay Lund, 2009. "Modeling Integrated Decisions for a Municipal Water System with Recourse and Uncertainties: Amman, Jordan," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 23(1), pages 85-115, January.
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    4. Fiorenzo Franceschini & Maurizio Galetto & Elisa Turina, 2009. "Service quality monitoring by performance indicators: a proposal for a structured methodology," International Journal of Services and Operations Management, Inderscience Enterprises Ltd, vol. 5(2), pages 251-273.
    5. Fiorenzo Franceschini & Maurizio Galetto & Domenico Maisano, 2007. "Management by Measurement," Springer Books, Springer, number 978-3-540-73212-9, January.
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    Cited by:

    1. Dziedzic, Rebecca M. & Karney, Bryan W., 2016. "Analyzing water customer service expectations: A case study of the City of Guelph," Utilities Policy, Elsevier, vol. 41(C), pages 67-76.
    2. Fiorenzo Franceschini & Elisa Turina, 2012. "Proposal for a Performance Dashboard for the Monitoring of Water and Sewage Service Companies (WaSCs)," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 26(1), pages 63-80, January.
    3. Husnain Haider & Majed Alinizzi & Md. Shafiquzzaman & Saleem S. AlSaleem & Mohammad Alresheedi & Rehan Sadiq, 2022. "Customer-Driven Water Supply Systems: Synergizing System Reliability and Customer Satisfaction with Bowtie Analysis," Water Resources Management: An International Journal, Published for the European Water Resources Association (EWRA), Springer;European Water Resources Association (EWRA), vol. 36(10), pages 3481-3503, August.

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