Service quality and performance measurement: Evidence from the Indian water sector

Surender Kumar, Shunsuke Managi

Research output: Contribution to journalArticlepeer-review

23 Citations (Scopus)

Abstract

The conventional measures of benchmarking focus mainly on the water produced or water delivered, and ignore the service quality, and as a result the 'low-cost and low-quality' utilities are rated as efficient units. Benchmarking must credit utilities for improvements in service delivery. This study measures the performance of 20 urban water utilities using data from an Asian Development Bank survey of Indian water utilities in 2005. It applies data envelopment analysis to measure the performance of utilities. The results reveal that incorporation of a quality dimension into the analysis significantly increases the average performance of utilities. The difference between conventional quantity-based measures and quality-adjusted estimates implies that there are significant opportunity costs of maintaining the quality of services in water delivery.

Original languageEnglish
Pages (from-to)173-191
Number of pages19
JournalInternational Journal of Water Resources Development
Volume26
Issue number2
DOIs
Publication statusPublished - 2010 Jun 1

ASJC Scopus subject areas

  • Development
  • Water Science and Technology

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