Service Quality in Water Utilities
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Presentation about measuring service quality in water utilities. Showing preliminary data which indicates that perceptions of water quality are based on variables other than the physical quality of the water.
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Service Quality in Water Utilities
- 1. The Invisible Utility Service Quality in Essential Services Peter Prevos PhD Candidate, School of Business Manager Systems Monitoring, Coliban Water
- 2. From Asset Performance to Customer Experience
- 3. Service Quality Value − Quality − Meeting specifications Satisfaction − Perceived benefits minus perceived cost Comparison with expectations Moments of Truth Bad customer experience. Source: yworld.co.za
- 4. Consumer Benefits Needs − − Sociological − Physiological Psychological Wants − Raw water − Potable water − Recycled water Gardening is an activity that covers all types of needs – from physiological (movement, food) to providing a sense of self actualisation. Source: theaustralian.com.au
- 5. Consumer Cost Monetary Psychological Sociological Time Women in Ethiopia carry water from a lake back to their homes. The time spent hauling water can be significant in areas where sources of domestic water supply are limited. Source: waterencyclopedia.com
- 6. Consumer Involvement Water and sanitation are considered low involvement services − Increases as perceived level of certainty of supply decreases − Limited empirical evidence During the drought, many customers spent large amounts of time and money to retain the ability to use water.
- 7. Stakeholder Interviews ● Customers – Low involvement – High expectations – Hardship as a moderator Hardship was the most discussed topic. Source: neptunetg.com 12 September 2013 The Invisible Water Utility 7
- 8. Consumer Involvement ● Involvement – – ● ● ● Cognitive Affective High cognitive involvement Medium Affective involvement “We care about water, even if you don’t” Water consumers were asked their views of tap water as a service (n=123).
- 10. ServAqua: Service Quality in Water ● Technical Quality – – Experience qualities – ● Core services Sensory experience Functional Quality Assisting customers with supplementary services. – Supplementary services – Empathy – Responsiveness – Information provision, billing etc.
- 11. Technical Quality ● ● ● ● ● Availability Safe to drink Visually appealing Pleasant taste Sufficient pressure Financial hardship was found to be a predictor of technical quality (F(1, 107) = 8.948, p<0.005, r2 = -0.27).
- 12. Functional Quality ● ● ● ● ● ● Accurate bills Reliable customer service Deliver on promises Empathy Willingness to help 17 items Financial hardship was found to be a predictor of functional quality (F(1, 103) = 14.53, p<0.0005, r2 = -0.29).
- 13. The Invisible Utility ● ● ● High level of service expectations Minimise contact Focus on experience, not technology Consumers are mainly interested in sensory qualities of water services. Source: understandinggov.or 12 September 2013 The Invisible Water Utility 13
- 17. “In the past water utilities were managed by engineers. Now they are managed by economists. In the future they should be managed by marketers” invisiblewater.org @invisibleH2O linkedin.com/in/peterprevos