Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Evaluation of Customer-Driven Level of Service for Water Infrastructure Asset Management
AbstractThere has been an increasing need to examine the level of service from a customer’s perspective in order to set the appropriate service level with a limited maintenance budget. This paper presents an evaluation of a customer-driven level of service based on a survey questionnaire. A hierarchical questionnaire has been developed. The survey result was analyzed based on 800 answers from eight provinces in Korea. Weights between hierarchy levels have been identified through multiple regression analysis. Of the 13 factors considered as governing customer satisfaction with regard to water service safe to drink and service life of water pipes were in the highest priority improvement quadrant in the water service improvement priority analysis. It has been found that there are clear gaps between the views of customers and utility managers regarding water service, and this would be a good starting point in allocating maintenance budgets in a way that achieves maximized and balanced improvement in customer satisfaction and engineering performance. This paper describes the survey and evaluation procedure to measure the level of service from a customer’s perspective. It is recommended that water utility authorities should follow the procedure presented in this paper to determine a customer-driven level of service and help a decision maker to allocate resources effectively in a way that will improve the level of service provided to customers.
Evaluation of Customer-Driven Level of Service for Water Infrastructure Asset Management
AbstractThere has been an increasing need to examine the level of service from a customer’s perspective in order to set the appropriate service level with a limited maintenance budget. This paper presents an evaluation of a customer-driven level of service based on a survey questionnaire. A hierarchical questionnaire has been developed. The survey result was analyzed based on 800 answers from eight provinces in Korea. Weights between hierarchy levels have been identified through multiple regression analysis. Of the 13 factors considered as governing customer satisfaction with regard to water service safe to drink and service life of water pipes were in the highest priority improvement quadrant in the water service improvement priority analysis. It has been found that there are clear gaps between the views of customers and utility managers regarding water service, and this would be a good starting point in allocating maintenance budgets in a way that achieves maximized and balanced improvement in customer satisfaction and engineering performance. This paper describes the survey and evaluation procedure to measure the level of service from a customer’s perspective. It is recommended that water utility authorities should follow the procedure presented in this paper to determine a customer-driven level of service and help a decision maker to allocate resources effectively in a way that will improve the level of service provided to customers.
Evaluation of Customer-Driven Level of Service for Water Infrastructure Asset Management
Choung, Youn-kyoo (Autor:in) / Chae, Myung Jin / Han, Sangjong / Hwang, Hwankook
2015
Aufsatz (Zeitschrift)
Englisch
| DOAJ | 2015
Infrastructure Asset Management
TIBKAT | 1.2014 -
Stormwater Infrastructure Asset Management
| British Library Conference Proceedings | 2014