Evaluating the policy of listening to customer claims in a drinking water utility using fuzzy-AHP approach and Waspas method

Bibliographic Data

ID21696852
AuthorsFaiza Bouchraki (0009-0004-8139-2807, 1Laboratoire de Recherche en Hydraulique Appliquée et Environnement (LRHAE), Faculté de Technologie, Université de Bejaia, 06000, Bejaia, Algérie, corresponding author), Ali Berreksi (0000-0002-5989-3427, 1Laboratoire de Recherche en Hydraulique Appliquée et Environnement (LRHAE), Faculté de Technologie, Université de Bejaia, 06000, Bejaia, Algérie), Samir Hamchaoui (1Laboratoire de Recherche en Hydraulique Appliquée et Environnement (LRHAE), Faculté de Technologie, Université de Bejaia, 06000, Bejaia, Algérie)
Year2021
Volume23
Issue1
Pages167-186
Publication date2021-02-01
Open AccessYes
TypeARTICLE
VenueWater Policy (JOURNAL)
Journal identifiersISSN: 1366-7017 • E-ISSN: 1996-9759
PublisherIWA Publishing (PUBLISHER • GB)
DOI10.2166/wp.2020.143
OpenAlexW3114268305
LanguageEN
Citations received2
References cited25

The objective of this work is to develop a decision support methodology intended for drinking water utility managers in order to support them in the challenge of achieving better performance in the management of the customer area. This methodology requires the prior collection of data for the identification of registered claims. Subsequently, an evaluation of the performance of the customer area defined by the objective ‘Better listening to customer claims’ will be carried out; this requires the structuring of the objective in a hierarchy based on indicators and the adoption of two adequate decision support tools, a fuzzy-AHP for weighting the elements and WASPAS for calculating the performance of the objective. An application is carried out on the water utility of the Wilaya of Bejaia (Algeria). The data collection enabled the identification of 19 types of claims divided into three aspects. The combination of fuzzy-AHP and WASPAS allowed assessment of the performance of the objective during the period 2014–2018 and to make a judgment on the national policy established. The results are satisfactory. Progress has been made in claims management, but the major difficulty lies in the claims processing relating to the quantitative aspect

Analytic hierarchy process · Business · Data collection · Fuzzy logic · Operations management · Operations research · Weighting · Computer Science · Engineering · Mathematics · Water Quality and Pollution Assessment · Water resources management and optimization · Water Systems and Optimization · Artificial Intelligence

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