Authors: Suchismita Satapathy; S.K. Patel; P.D. Mishra
Addresses: Department of Mechanical Engineering, Gandhi Institute of Engineering and Technology, Gunpur, Raygada, Orissa, 765022, India. ' Department of Mechanical Engineering, National Institute of Technology, Rourkela-769008, India. ' Institute of Cost and Works Accountant of India, Central Electricity Supply Utility, 2nd Floor, Idco Tower, Bhubaneswar, Odisha, India
Abstract: The conflicting preferences amongst stakeholders and the incomplete, uncertain and contradictory understanding about water service by the Indian consumers, it is recognised that managing water resources sustain ably is a wicked problem. In India customer, satisfaction and service care are every day pushing professionals in the water industry to seek to improve their performance, lowering costs and increasing the provided service level the actual water supply available to the residents is intermittent and inequitable. Despite concerted efforts the demand-supply gap is on the rise. This imbalance is further exacerbated by the high level of non-revenue water - including both technical and commercial losses. This paper develops a systematic assessment of the sustainability of water services provided to the consumers in rural, urban and municipality area in India by neural network method and also consumer wise perception is calculated by linear discriminant method.
Keywords: water services; service quality; customer satisfaction; India; water resources; resource management; sustainability; sustainable development; neural networks; consumer perceptions; linear discriminant method.
International Journal of Services and Operations Management, 2012 Vol.12 No.4, pp.468 - 489
Available online: 15 Jul 2012 *Full-text access for editors Access for subscribers Purchase this article Comment on this article