What is it about?
We develop a multivariate system framework for assessing user satisfaction of public water utility organization in a developing country and predicts quality, quantity and overall user satisfaction for policy initiatives.
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Why is it important?
The study identifies statistically significant factors that explain users’ loyalty to express satisfaction and voice to express dissatisfaction of users.
Perspectives
The system model correctly predicts 85% of satisfied customers across quality, quantity and overall satisfaction dimensions. Policy initiatives are proposed on key factors to reduce voice factors set so that the service provider could improve its service delivery.
Dr Ananth Rao
University of Dubai
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This page is a summary of: Users’ Satisfaction of Public Utility Services – Multivariate System Analysis, International Conference on Advances in Business Management and Law (ICABML), December 2017, University of Dubai,
DOI: 10.30585/icabml-cp.v1i1.12.
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