Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Eine Plattform für die Wissenschaft: Bauingenieurwesen, Architektur und Urbanistik
Effect of customer satisfaction on water utility business performance
Based on sample data from Ghana, West Africa, the study discussed in this article investigates the effect of customer satisfaction on water utility business performance. It considers customer satisfaction as a treatment variable and uses a nonparametric approach to test for differences in the conditional probability distributions of collection ratio and payment time, given pairs of customer satisfaction levels. Results show that the probability distributions of these performance indicators are significantly better for customers with high overall service‐delivery satisfaction than for those with low satisfaction, leading to the conclusion that customer satisfaction has a significant effect on water utility business performance; therefore, utility managers should take steps to ensure that service levels do not fall below customer expectations.
Effect of customer satisfaction on water utility business performance
Based on sample data from Ghana, West Africa, the study discussed in this article investigates the effect of customer satisfaction on water utility business performance. It considers customer satisfaction as a treatment variable and uses a nonparametric approach to test for differences in the conditional probability distributions of collection ratio and payment time, given pairs of customer satisfaction levels. Results show that the probability distributions of these performance indicators are significantly better for customers with high overall service‐delivery satisfaction than for those with low satisfaction, leading to the conclusion that customer satisfaction has a significant effect on water utility business performance; therefore, utility managers should take steps to ensure that service levels do not fall below customer expectations.
Effect of customer satisfaction on water utility business performance
Donkor, Emmanuel A. (Autor:in)
Journal ‐ American Water Works Association ; 105 ; E553-E560
01.10.2013
8 pages
Aufsatz (Zeitschrift)
Elektronische Ressource
Englisch
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