Gap analysis based decision support methodology to improve level of service of water services

Sangjong Han, Dan Daehyun Koo, Youngkyung Kim, Seonghoon Kim, Joonhong Park

Research output: Contribution to journalArticlepeer-review

5 Citations (Scopus)


One of water utility's managerial challenges is to make a balance in between two distinctive managerial goals, cost-effective provision of water service and improving customer satisfaction of water service. As management priorities of the water utility perspective do not reconcile from the customer's perspective, this gap challenges the sustainable provision of water service. In this study, the new methodology based on a gap analysis was proposed to improve the Overall Level of Service (O-LOS) of water service. Two new indexes (Gap Index [GI] and the Efficiency Index [EI]) were developed to improve the O-LOS and minimize the gap between the customers and the service providers. The methodology proposed in this study is effective in supporting the water utility decisions on budget allocation to make a balance in between the customers' demand and the service providers' needs.

Original languageEnglish
Article number1578
JournalSustainability (Switzerland)
Issue number9
Publication statusPublished - 2017 Sept 5

Bibliographical note

Publisher Copyright:
© 2017 by the authors.

All Science Journal Classification (ASJC) codes

  • Geography, Planning and Development
  • Renewable Energy, Sustainability and the Environment
  • Environmental Science (miscellaneous)
  • Energy Engineering and Power Technology
  • Management, Monitoring, Policy and Law


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