Evaluation of Customer-Driven Level of Service for Water Infrastructure Asset Management

Abstract

There has been an increasing need to examine the level of service from a customer’s perspective in order to set the appropriate service level with a limited maintenance budget. This paper presents an evaluation of a customer-driven level of service based on a survey questionnaire. A hierarchical questionnaire has been developed. The survey result was analyzed based on 800 answers from eight provinces in Korea. Weights between hierarchy levels have been identified through multiple regression analysis. Of the 13 factors considered as governing customer satisfaction with regard to water service