Interpretive Structural Modeling for Water Supply Service in India

S. Satapathy

Abstract

This paper develops a systematic assessment of the sustainability of water services provided to the consumers in rural, urban and municipality area in India and finds the interrelation between different dimensions by interpretive structural modeling. Given the conflicting preferences among the stakeholders and the incomplete, uncertain and contradictory understanding about water service by the Indian consumers, it is recognized that managing water resources sustainably is a wicked problem. In India customer satisfaction and service care are every day pushing professionals in the water industry to seek to improve their performance, lowering costs and increasing the provided service level. The actual water supply available to the residents is intermittent and inequitable. Despite concerted efforts the demand-supply gap is on the rise. This imbalance is further exacerbated by the high level of Non-revenue water–including both technical and commercial losses and consumer dissatisfaction with service quality. Keywords: Water Service, Service Quality, Customer Satisfaction, Interpretive Structural Modeling Cite this Article: S. Satapathy. Interpretive Structural Modeling for Water Supply Service in India. Journal of Offshore Structure and Technology. 2015; 2(1): 17–33p.