Service quality and performance measurement : evidence from the Indian Water Sector

Kumar, Surender & Managi, Shunsuke (2010) Service quality and performance measurement : evidence from the Indian Water Sector. International Journal of Water Resources Development, 26(2), pp. 173-191.

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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.

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11 citations in Scopus
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10 citations in Web of Science®

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ID Code: 75472
Item Type: Journal Article
Refereed: Yes
Keywords: india; water; service quality; performance; measurement
DOI: 10.1080/07900621003655726
ISSN: 1360-0648
Subjects: Australian and New Zealand Standard Research Classification > ECONOMICS (140000) > APPLIED ECONOMICS (140200)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Economics & Finance
Deposited On: 25 Aug 2014 02:14
Last Modified: 26 Aug 2014 01:28

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