Open Access Open Access  Restricted Access Subscription or Fee Access

Interpretive Structural Modeling for Water Supply Service in India

S. Satapathy

Abstract


This paper develops a systematic assessment of the sustainability of water services provided to the consumers in rural, urban and municipality area in India and finds the interrelation between different dimensions by interpretive structural modeling. Given the conflicting preferences among the stakeholders and the incomplete, uncertain and contradictory understanding about water service by the Indian consumers, it is recognized that managing water resources sustainably 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 supplyavailable 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 and consumer dissatisfaction with service quality.

 

Keywords: Water Service, Service Quality, Customer Satisfaction, Interpretive Structural Modeling

Cite this Article:

S. Satapathy. Interpretive Structural Modeling for Water Supply Service in India. Journal of Offshore Structure and Technology. 2015; 2(1):17–33p.


Full Text:

PDF

References


Wisher JD, Corney WJ. Comparing Practices for Capturing Bank Customer Feed Back–Internet versus Traditional Banking.Benchmarking: an International Journal.2001, 8(3): 240–250p.

Parasuraman A, Zeithaml V, Berry L. SERVQUAL: A Multi-Item Scale for Measuring Consumer Perception of Service Quality. Journal of Retailing. 1988; 64: 2–4p.

Cronin, J.J. Jr and Taylor, S.A. (1992), “Measuring service quality: a reexamination and extension”, Journal of Marketing, Vol. 56, July, pp. 55-68

Torres-Moraga E, Vasquez-Parraga AZ, Barra C. How to Measure Service Quality in Internet Banking.Int. J. of Services and Standards. 2010; 6(3/4): 236–255p.

Green C. Mapping the Field: The Landscapes of Governance.Switch Report. Feb 2007.

Hall D, Lobina E, de la Motte R. Making Water Privatisation Illegal-New Laws in Netherlands and Uruguay. PSIRU Reports. 31 Nov 2004. (http://www.psiru.org/reports/2004-11-W-crim.doc).

Castro JE. Poverty and Citizenship: Sociological Perspectives on Water Services and Public–Private Participation.Geoforum.2007; 756–771p.

Rogers P, Hall AW. Effective Water Governance. TEC Background Papers No. 7,Global Water Partnership. 2003. (http://www.gwpforum.org/gwp/library/TEC%207.pdf).

Hall D, Katko T, Sanz Mulas A, et al. Decision-Making and Participation: The Water Time Results.Utilities Policy.2007; 151–159p.

Whittington D, Swarna V. The Economic Benefits of Potable Water Supply Projects to Households in Developing Countries. Economic Staff Paper No. 53, AsianDevelopment Bank. 1994.

Griffin CC, Briscoe J, Singh B, et al. Contingent Valuation and Actual Behaviour: Predicting Connection to New Water Systems in the State of Kerala, India.World Bank Economic Review.1995; 9: 373–395p.

Choe K, Varley RCG, Bijlani HU. Coping with Intermittent WaterSupply: Problems and Prospects, Dehradun, India.Activity Report No. 26, Environment Health Project. USAID, Washington DC. 1996.

Ready RC, Malzubris J, Senkane S. The Relationship betweenEnvironmental Values and Income in a Transition Economy: Surface Water Quality in Latvia.Environ. Dev. Econ. Feb 2002;7(1): 147–156p.

Ahmad JK, Goldar BN, Misra S, et al.Willingness to Pay for Arsenic Free, Safe Drinking Water in Bangladesh, Water and Sanitation Programme–South Asia. The World Bank Pakistan’s Water Resources Research. 2003; 29.

Dasgupta P, Dasgupta R. Economic Value of Safe Water for theInfrastructurally Disadvantaged Urban Household: A Case Study in Delhi, India.Water Resources Research. 2004; 40(11).

Whittington D, Lauria X. A Study of Water Vending and Willingness to Pay for Water in Onitsha, Nigeria.World Development. 1991; 19(2): 179–198p.

Altaf MA, DWhittington, H Jamal, et al. Rethinking Rural WaterSupply Policy in Punjab. 1993.b) Ahmad JK, Goldar BN, Misra S. Value of Arsenic-Free Drinking Water to Rural Households in Bangladesh. J Environ Manage.2005; 74(2005): 173–185p.

McPhail AA. The "Five Percent Rule" for Improved Water Service: CanHouseholds Afford More?World Development. 1993; 21(6): 963–973p.

Briscoe J. When the Cup is Half Full: Improving Water and Sanitation Services in the Developing World.Environment.1993; 35(4): 7–37p.Census of India (2001).Census Report, Office of the Registrar General of India,Government of India.

Crane R. Water Markets, Market Reforms and the Urban Poor: Results fromJakarta, Indonesia.World Development, World Bank.1994; 22(2): 71–83p.

Murty MN, James AJ, Misra S.Economics of Industrial Pollution Abatement: Theory and Empirical Evidence from the Indian Experience. Oxford University Press. 1998.

Davis J. Assessing Community Preferences for Development Projects: AreWillingness-to-Pay Studies Robust to Mode Effects? World Development.2004; 32(4): 655–672p.

Ntengwe FW. The Impact of Consumer Awareness of Water Sector Issues on Willingness to Pay and Cost Recovery in Zambia.Phys. Chem. Earth.2004; 29(15–18 SPEC.ISS.): 1301–1308p.

Sing B, Ramasubbrao R, et al. Rural Water Supply in Kerala, India—How to Emerge from a Low Equilibrium Trap.Water Resour Res.1993; 29(7): 1931–1942p.

Vaidya C. Willingness to Pay for Water Supply and Sewerage in Baroda. Research Study sponsored by the Human Settlements Management Institute.HUDCO, New Delhi. 1995.

Raje DV, Dhobe PS, Deshpande AW. Consumer’s Willingness to Pay for More Municipal Supplied Water: A Case Study.Ecological Economic.2002; 42(2002): 391–400p.

Tenkorang SJ, Odai SN, Adjei KA, et al. Impacts of Variable Energy Prices on the Financial Sustainability of Water Facilities: Case from Ghana. International Journal of Water (IJW).2014; 8(2): 200–218p.

Harriden K.Big Water Needs 'Little' People: Improving Water Resource Management by Including Households.International Journal of Water (IJW).2014; 8(2): 111–127p.

Warfield J. Developing Interconnection Matrices in Structural Modeling. IEEE Trans. Syst, Man, Cybern., Syst.2005; 4(1): 81–67p.

Anantatmula V, Kanungo S. Establishing and Structuring Criteria for Measuring Knowledge Management.Proc. 38th Hawaii International Conference on System Sciences (HICSS), 2005; 08: 192a–192ap.

Klein K, Kozlowski SW. Multilevel Theory, Research and Methods in Organizations: Foundations, Extensions, and New Directions. San Francisco, CA: Jossey-Bass. 2000.

Nelson K, Nadkarni S, Narayanan VK, et al. Understanding Software Operations Support Expertise: A Revealed Causal Mapping Approach. MIS Quart. Journal.2000; 24(3): 475–507p.

Porter AL, Rossini FA, Carpenter SR,et al. A Guidebook for Technology Assessment and Impact Analysis, Vol. 46.North Holland Series in System Science and Engineering, New York.

Hansen JV, Mckell LJ, Heitger LE. ISMS: Computer-Aided Analysis for Design of Decision-Support Systems. Manag. Sci.1979; 25(11): 1069–1081p.

Mishra H. Managing Leadership in a Systems Acquisition Life Cycle: A Strategic Framework.Proc. IEEE, Engineering Management Society's Conf. 17–20 Sep 2006; 84–88p.

Peng CH. The Relationships between the Antecedents of Innovativeness and Business Performance.Electronic, Commerce and Security, International Symposium (ISECS).2008; 805–809p.

Johnson RA, Wichern DW. Applied Multivariate Statistical Analysis.5th Edn. Prentice Hall, Englewood Cliffs, NY. 2002.

Nunnally JC. Psychometric Theory. McGraw-Hill, Englewood Cliffs, NJ. 1988.

OthmanA, Owen L. The Multidimensionality of CARTER Model to Measure Customer Service Quality (SQ) in Islamic Banking Industry: A Study in Kuwait Finance House.International Journal of Islamic Financial Service.2001; 3(4): 1–26p.




DOI: https://doi.org/10.37591/joost.v2i1.908

Refbacks

  • There are currently no refbacks.