Next Article in Journal
LEED Credit Review System and Optimization Model for Pursuing LEED Certification
Next Article in Special Issue
The Influence of Low-Frequency Noise Pollution on the Quality of Life and Place in Sustainable Cities: A Case Study from Northern Portugal
Previous Article in Journal
Stabilization of Organic Matter by Biochar Application in Compost-amended Soils with Contrasting pH Values and Textures
Previous Article in Special Issue
Moving towards Sustainability: Road Grades and On-Road Emissions of Heavy-Duty Vehicles—A Case Study
Article Menu

Export Article

Open AccessArticle
Sustainability 2015, 7(10), 13334-13350; doi:10.3390/su71013334

Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives

Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
Environmental and Plant Engineering Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea
Ministry of Environment, Sejong Government Complex Building 6, Doum 6-Ro 11, Sejong 30103, Korea
Author to whom correspondence should be addressed.
Academic Editors: Tan Yigitcanlar and Md. Kamruzzaman
Received: 5 June 2015 / Revised: 24 September 2015 / Accepted: 24 September 2015 / Published: 29 September 2015
(This article belongs to the Special Issue Planning, Development and Management of Sustainable Cities)
View Full-Text   |   Download PDF [2007 KB, uploaded 29 September 2015]   |  


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. View Full-Text
Keywords: water asset management; Gap analysis; LOS (level of service); PIs (performance indicators); customer value water asset management; Gap analysis; LOS (level of service); PIs (performance indicators); customer value

Figure 1

This is an open access article distributed under the Creative Commons Attribution License which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited. (CC BY 4.0).

Scifeed alert for new publications

Never miss any articles matching your research from any publisher
  • Get alerts for new papers matching your research
  • Find out the new papers from selected authors
  • Updated daily for 49'000+ journals and 6000+ publishers
  • Define your Scifeed now

SciFeed Share & Cite This Article

MDPI and ACS Style

Han, S.; Hwang, H.; Kim, S.; Baek, G.S.; Park, J. Sustainable Water Infrastructure Asset Management: A Gap Analysis of Customer and Service Provider Perspectives. Sustainability 2015, 7, 13334-13350.

Show more citation formats Show less citations formats

Related Articles

Article Metrics

Article Access Statistics



[Return to top]
Sustainability EISSN 2071-1050 Published by MDPI AG, Basel, Switzerland RSS E-Mail Table of Contents Alert
Back to Top