Service performance evaluation of Metropolitan Waterworks Authority (MWA) of Bangkok Metropolitan : integrating customer perspective into the evaluation protocol | |
| Author | On-usah Thongthai |
| Call Number | AIT Thesis no.UE-01-19 |
| Subject(s) | Municipal services--Evaluation--Thailand--Bangkok Metropolitan Waterworks Authority (Bangkok, Thailand)--Customer services |
| Note | A thesis submitted in partial fulfillment of the requirements for the degree of Master of Science |
| Publisher | Asian Institute of Technology |
| Abstract | Water is critical for human survival, economic development, and environment. Agenda 21 especially stressed the importance of potable water supply, safe drinking water and environmentally acceptable wastewater treatment. The urban water system is one of the significant subsystems of any urban area since it is necessary for economic development, population growth and for human health. Bangkok, one of the mega-cities in the South East Asia Pacific region, has around 12 million inhabitants. The increasing number of people in Bangkok is directly proportional to increasing water-consuming households. Enjoying the monopoly of water distribution in Metropolitan Bangkok, Metropolitan Waterworks Authority (MWA) must conduct its own internal and external measurement system since they are indirectly controlled by the central government. The assessment system of water supply services, especially the quality of the produced water, has been promoted in the public with the help of the 'drinkable water supply' campaign in the year 2000. Following the ISO 9002 certification in Manufacturing Water Supply of two of the four treatment plants, customers should be aware and know the efforts of MW A. However, the majority of the users, i.e. households, do not drink water directly from the taps. There seemed to be a lack of confidence and poor communication between MW A and its customers. With these premises, this study investigated further the causes of customer dissatisfaction by conducting a perception/expectation/attitude and behavior survey using structured questionnaire, in-depth interview with key informants, observation and using secondary data such as existing statistical and related data from MW A. The study found out that three previous customer satisfaction reports and results are too technical and redundant. Important elements of customer survey, such as the utilization of evaluation results, are missing. The current results are practically useless for the decision makers. More so, the roles of MW A for its customers at this point are not very clear. The research further designed an evaluation system that was recommended for institutionalization at MW A level to bring out real and felt needs of the users. This could bring more effective and efficient MW A service from the customer perspective. Eventually, new approaches of policy and strategic plans were suggested in order to improve and upgrade customer satisfaction index. Responsive and complementary roles of both MW A and customers/users could bring out straightforward and environment sound solutions to would-be problems. On the practical management side, MW A would be seen as a government agency that cares for the people. |
| Year | 2002 |
| Type | Thesis |
| School | School of Environment, Resources, and Development (SERD) |
| Department | Department of Development and Sustainability (DDS) |
| Academic Program/FoS | Urban Environmental and Management (UE) |
| Chairperson(s) | Jamieson, Walter |
| Examination Committee(s) | Zimmermmann, Willi ;Dale, Reidar |
| Scholarship Donor(s) | Royal Thai Government (RTG) ;Canadian International Development Agency/Canadian Universities Consortium (CIDA-CUC) |
| Degree | Thesis (M.Sc.) - Asian Institute of Technology, 2002 |