Measuring the quality of service of water companies: A two-stage goal programming synthetic index proposal

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dc.contributor.authorMolinos-Senante, Maria
dc.contributor.authorDelgado-Antequera, Laura
dc.contributor.authorGomez, Trinidad
dc.date.accessioned2025-01-20T22:00:53Z
dc.date.available2025-01-20T22:00:53Z
dc.date.issued2022
dc.description.abstractQuality of service (QS) is one of the most important parameters for evaluating the performance of water companies. It is a multidimensional concept that encompasses several performance indicators, with synthetic indicators that provide useful evaluation tools. Drinking water provision and wastewater treatment are basic services for which there is a series of minimum requirements that all water companies must meet. Under this premise, this study proposes a novel synthetic indicator to evaluate the QS of water companies in two stages. First, the non-compliance index was estimated, which provides information on the degree of non-compliance for essential indicators. Second, based on the goal programming approach, each water company's strengths and weaknesses were computed to generate a QS index with rankings. The index was then tested empirically on a sample of 24 water companies in Chile based on 10 initial indicators (of which three are considered essential indicators). Overall, 37.5% of the water companies did not meet the thresholds delineated for the essential indicators. Moreover, only five water companies had a positive QS index (i.e., their strengths were greater than their weaknesses). A scenario analysis evaluated the impact of weight allocation on the QS of water companies and their ranking. The ranking of water companies varied depending on the weights allocated to the initial indicators, demonstrating the importance of delineating regulator preferences when assessing QS.
dc.fuente.origenWOS
dc.identifier.doi10.1016/j.seps.2021.101140
dc.identifier.eissn1873-6041
dc.identifier.issn0038-0121
dc.identifier.urihttps://doi.org/10.1016/j.seps.2021.101140
dc.identifier.urihttps://repositorio.uc.cl/handle/11534/93760
dc.identifier.wosidWOS:000746075600001
dc.language.isoen
dc.revistaSocio-economic planning sciences
dc.rightsacceso restringido
dc.subjectComposite indicator
dc.subjectQuality of service
dc.subjectWater companies
dc.subjectGoal programming
dc.subjectEssential threshold
dc.subjectAspiration level
dc.subject.ods09 Industry, Innovation and Infrastructure
dc.subject.odspa09 Industria, innovación e infraestructura
dc.titleMeasuring the quality of service of water companies: A two-stage goal programming synthetic index proposal
dc.typeartículo
dc.volumen79
sipa.indexWOS
sipa.trazabilidadWOS;2025-01-12
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