The Determinants of Non-Revenue Water &amp; Financial Viability for the Palestinian Water Service Providers

Murrar, Abdullah; Tamim, Abdelrahman; Samhan, Subhi

doi:10.11648/j.wros.20170602.12

Cited by 4 publications

(2 citation statements)

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“…This result matched with a previous study that showed that the tangible dimension does not have a statistically significant impact on the customer satisfaction in the insurance service sector in Greece (Tsoukatos and Rand, 2015). In Palestine, the same is likely because most of the water service providers are of smaller size and have limited capacity and viability (Murrar et al, 2017b) and cannot easily afford the large investments required for advanced infrastructure, capital equipment and technologytypical indicators of the tangibility dimension. Further, it is our opinion that the Palestinian water service customers (here our respondents) are typically interested in the core service, which is water delivery, and do not consider the appearance of the physical facilities, personnel and communication materials of water providers any more satisfying.…”

Section: Relationship Between Service Quality and Customer Satisfactionsupporting

confidence: 89%

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

Murrar

Batra

Rodger

2021

TQM

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PurposeService quality and customer satisfaction influence the financial performance of service organizations. Hence, the purpose of this paper is to investigate the path relationship of service quality to customer satisfaction to financial sustainability in the water service sector, which is vital to the sustainable future of mankind. Further, these three interrelated constructs and their dimensions are clearly articulated.Design/methodology/approachSERVQUAL questionnaire responses were collected from 635 household families, and the financial sustainability indicators of 56 water providers were gathered as well. Cronbach's alpha and factor analysis were conducted to measure the internal consistency and convergent validity. Path analysis was utilized to evaluate the causal diagram by examining the relationships among service quality, customer satisfaction and financial sustainability using the AMOS software package.FindingsThe results showed that the five dimensions of service quality explain 58% of the customer satisfaction variation. The responsiveness, empathy, assurance and reliability have significant impact on the customer satisfaction where p < 0.05, while the tangible dimension has an insignificant effect. The results also revealed that customer satisfaction has a significant impact on the financial sustainability indicators of the water providers, where p = 0.000 for the debt collection ratio indicator, and p = 0.003 for the financial efficiency ratio indicator.Research limitations/implicationsThis research on financial sustainability is based on evidence about service quality and customer satisfaction in the Palestinian water sector. Future research on financial sustainability of the water sector may focus on the pricing mechanism and debt collection of water service.Practical implicationsThe findings suggest that water providers should recognize the importance of service quality dimensions, which strengthen the customer satisfaction, which, in turn, is a significant driver for their financial sustainability. It is, therefore, sound to draw action-oriented managerial implications from these results.Originality/valueThe study adds to the literature of water service sector and is based on empirical evidence from primary data of household families and secondary data of water service providers from developing countries. This paper also contributes toward the strengthening of sustainability of the water service sector in Palestine – a worthy humanitarian cause. The study provides evidence useful for policy makers toward carving out policies aimed at strengthening the financial sustainability of the water service sector.

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Section: Relationship Between Service Quality and Customer Satisfactionsupporting

confidence: 89%

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

Murrar

Batra

Rodger

2021

TQM

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“…In these countries there are a large number of illegal connections, untrue meter readings or meter damaging. Moreover, lack of incentive for utilities management to decrease the non-revenue, corruption among utilities management, carelessness of political level and also lack of awareness campaigns for customers are main reasons for high non-revenue water(Murrar, et al, 2017).The high level of NRW in Gaza and West Bank is unacceptable and the PWA has a policy to drastically reduce NRW by 2020. In 2012, PWA proposed a strategy to reduce NRW to water service providers.…”

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confidence: 99%

Contribution of Major Factors Affecting Non-Revenue Water to Water Supply Network in Gaza Strip, Palestine

Alkasseh¹

2018

IUJAS

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: Water losses occurring in water distribution systems (WDSs) are now considered as a serious problem, necessitating a robust and effective management strategy. Non-revenue water (NRW) data indicate that most cities in Gaza Strip, Palestine experience high NRW. In 2015, the average percentage of NRW in Gaza Strip was 39%. This figure resulted in major financial, supply, and pressure losses, as well as excessive energy consumption. The estimated annual volume of NRW in 2015 was in the order of 34 million m3 which is equivalent to American $ 16 million. Furthermore, NRW is a good indicative of water utility performance; high levels of NRW usually indicate a poorly managed water utility. This paper investigates the reasons why NRW is so high in many cities in Gaza Strip. Results of the study revealed that the lack of incentives for management units, the lack of awareness of citizens-users of the water service, apparent losses, the blockade on Gaza Strip, the wars on Gaza are the main causes.

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Causality relationship between sustainability factors and water management: The emerging market study

Mukwarami

Fakoya

2022

JGR

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This paper evaluates the causality relationship between sustainability factors and water management in the South African public sector. The quest to partake in this research is motivated by the need for addressing the prevailing water services delivery challenges (WSDCs) and infrastructure funding deficit challenges (Ruiters, 2013). Given the severity of WSDCs in South Africa, the question which needs redress is whether sustainability factors influence water management and vice versa. Therefore, the main objective of this paper is to explore a unique approach to addressing WSDCs by investigating the bidirectional relationship between sustainability factors and water management. Data spanning 2009–2019 on sustainability factors and water management was collected using quantitative content analysis from web-based sources of purposively selected eight metropolitan municipalities in South Africa. Using Granger non-causality tests, social and environmental management practices have had a bidirectional relationship with water management. Besides, causality analysis involving corporate governance and economic measures failed to produce outright opposite direction connections. The results suggest that stakeholders and policymakers should acknowledge the role of sustainability factors in addressing investment challenges confronting the water sector. Therefore, the study recommends further research into establishing the significance and direction of the relationship between sustainability factors and water management.

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The Determinants of Non-Revenue Water & Financial Viability for the Palestinian Water Service Providers

Cited by 4 publications

References 0 publications

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

Service quality and customer satisfaction as antecedents of financial sustainability of the water service providers

Contribution of Major Factors Affecting Non-Revenue Water to Water Supply Network in Gaza Strip, Palestine

Causality relationship between sustainability factors and water management: The emerging market study

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