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

Surender Kumar, Shunsuke Managi

研究成果: Article査読

29 被引用数 (Scopus)

抄録

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.

本文言語English
ページ(範囲)173-191
ページ数19
ジャーナルInternational Journal of Water Resources Development
26
2
DOI
出版ステータスPublished - 2010 6
外部発表はい

ASJC Scopus subject areas

  • 開発
  • 水の科学と技術

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