Service Quality in Water Utilities
Upcoming SlideShare
Loading in...5
×
 

Service Quality in Water Utilities

on

  • 376 views

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 ...

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.

Statistics

Views

Total Views
376
Views on SlideShare
345
Embed Views
31

Actions

Likes
0
Downloads
2
Comments
0

2 Embeds 31

http://water.prevos.net 30
https://twitter.com 1

Accessibility

Upload Details

Uploaded via as Adobe PDF

Usage Rights

CC Attribution-ShareAlike LicenseCC Attribution-ShareAlike License

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

Service Quality in Water Utilities Service Quality in Water Utilities Presentation Transcript

  • The Invisible Utility Service Quality in Essential Services Peter Prevos PhD Candidate, School of Business Manager Systems Monitoring, Coliban Water
  • From Asset Performance to Customer Experience
  • 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
  • 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
  • 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
  • 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.
  • 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
  • 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).
  • Water Quality Spectrum
  • 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.
  • 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).
  • 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).
  • 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
  • “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