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Analysing piped water service provider performance based on consumer perceptions

journal contribution
posted on 01.12.2018, 00:00 authored by Raden Ajeng Koesoemo Roekmi, Lloyd ChuaLloyd Chua, Bas BaskaranBas Baskaran
A consumer perception survey was conducted across 13 WSPs in Cikarang, Indonesia, to evaluate WSP performance around water continuity, supply pressure, water quality, and tariff affordability. The results showed that: (1) most respondents place water continuity as the most important indicator and expect uninterrupted supply; (2) significant differences exist between respondent expectations and perceptions, where most respondents perceive WSP performance as lower than what they expect; (3) consumer perceptions of performance were better for privately owned WSPs than government WSP. In the absence of performance monitoring and water surveillance, consumer perception can provide accurate initial assessments on performance, especially in identifying WSPs that perform poorly.

History

Journal

Utilities policy

Volume

55

Pagination

79 - 89

Publisher

Elsevier

Location

Amsterdam, The Netherlands

ISSN

0957-1787

Language

eng

Publication classification

C Journal article; C1 Refereed article in a scholarly journal

Copyright notice

2018, Elsevier Ltd