Assessing the Quality of Service of Water Companies
A 'Benefit of the Doubt' Composite Indicator
Bibliographic Data
| ID | 2063862 |
|---|---|
| Authors | Ramon Sala-Garrido, Ramón Sala‐garrido (0000-0002-4693-3944, Universitat de València), Manuel Mocholí-Arce (0000-0003-3574-503X, Universitat de València), María Molinos-Senante, María Molinos‐senante (0000-0002-6689-6861, Pontificia Universidad Católica de Chile, corresponding author) |
| Year | 2021 |
| Volume | 155 |
| Issue | 1 |
| Pages | 371-387 |
| Publication date | 2021-05-01 |
| Open Access | Yes |
| Type | ARTICLE |
| Venue | Social Indicators Research (JOURNAL) |
| Journal identifiers | ISSN: 0303-8300 • E-ISSN: 1573-0921 |
| Publisher | Springer Science and Business Media LLC (PUBLISHER) |
| DOI | 10.1007/s11205-020-02588-1 |
| OpenAlex | W3119838795 |
| Language | EN |
| Citations received | 4 |
| References cited | 57 |
Evaluating the quality of service (QS) provided by water companies is essential to benchmark and regulate them. Composite indicators (CIs) are a useful tool for this as they consist of aggregated multiple performance indicators in a single index, providing a holistic assessment of the QS of water companies. In this study, the novel ‘benefit of doubt’ methodology was used in order to evaluate the QS of a sample of Chilean water companies, by computing CIs that integrate both direct and reverse indicators. Moreover, the estimation of the Nerlove–Luenberger super-efficiency CI allowed for the ranking of water companies based on their QS. Results showed that, on average, Chilean water companies provide water and sewerage services with high quality, as the mean CI of the QS estimated was 0.93. Nevertheless, the QS of 2 of the 24 water companies evaluated stood out remarkably. The second-stage analysis conducted revealed that the ownership and peak factor of water companies and water consumed by customers affects the QS of water companies. The methodological approach followed in this study to evaluate the QS of water companies would be very useful for water regulators, as the CI computed integrates both desirable and undesirable outputs
Business · Composite index · Composite indicator · Economics · Environmental economics · Index (typography · Quality (philosophy · Ranking (information retrieval · Sample (material · Service (business · Service quality · Sewerage · Water industry · Water quality · Water supply · Computer Science · Economic and Environmental Valuation · Efficiency Analysis Using DEA · Environmental Science · Water resources management and optimization · Environmental Engineering · Marketing
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| Citations per year | 4 |
|---|---|
| Citation span | 2025 - 2026 (2) |
| Highly cited | No |