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Sustainability 2017, 9(9), 1578; doi:10.3390/su9091578

Gap Analysis Based Decision Support Methodology to Improve Level of Service of Water Services

Environmental and Plant Engineering Research Institute, Korea Institute of Civil Engineering and Building Technology, 283, Goyangdae-Ro, Ilsanseo-Gu, Goyang, Gyeonggi-Do 10223, Korea
Department of Civil and Environmental Engineering, Yonsei University, 50 Yonsei-Ro, Seodaemun-Gu, Seoul 03722, Korea
Department of Engineering Technology, Indiana University–Purdue University (IUPUI), 799 W. Michigan St. ET 314J, Indianapolis, IN 46202, USA
Author to whom correspondence should be addressed.
Received: 28 July 2017 / Revised: 1 September 2017 / Accepted: 2 September 2017 / Published: 5 September 2017
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One of water utility’s managerial challenges is to make a balance in between two distinctive managerial goals, cost-effective provision of water service and improving customer satisfaction of water service. As management priorities of the water utility perspective do not reconcile from the customer’s perspective, this gap challenges the sustainable provision of water service. In this study, the new methodology based on a gap analysis was proposed to improve the Overall Level of Service (O-LOS) of water service. Two new indexes (Gap Index [GI] and the Efficiency Index [EI]) were developed to improve the O-LOS and minimize the gap between the customers and the service providers. The methodology proposed in this study is effective in supporting the water utility decisions on budget allocation to make a balance in between the customers’ demand and the service providers’ needs. View Full-Text
Keywords: water infrastructure asset; LOS (level of service); customer value; gap analysis water infrastructure asset; LOS (level of service); customer value; gap analysis

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.; Koo, D.D.; Kim, Y.; Kim, S.; Park, J. Gap Analysis Based Decision Support Methodology to Improve Level of Service of Water Services. Sustainability 2017, 9, 1578.

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