期刊
SUSTAINABILITY
卷 7, 期 10, 页码 13334-13350出版社
MDPI
DOI: 10.3390/su71013334
关键词
water asset management; Gap analysis; LOS (level of service); PIs (performance indicators); customer value
资金
- Eco-Innovation Research Fund in Korea [414-111-002]
- National Research Foundation of Korea (NRF)
- Korea government (MSIP) [NRF-2013R1A2A2A03016475]
- Korea Environmental Industry & Technology Institute (KEITI) [414-111-002, ARQ2011410042005] Funding Source: Korea Institute of Science & Technology Information (KISTI), National Science & Technology Information Service (NTIS)
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.
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