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

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

1
Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
2
Environmental and Plant Engineering Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea
3
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]   |  

Abstract

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
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).

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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.

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