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Consumers’ Perceptions of the Supply of Tap Water in Crisis Situations

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  • Katarzyna Pietrucha-Urbanik

    (Department of Water Supply and Sewerage Systems, Faculty of Civil, Environmental Engineering and Architecture, Rzeszow University of Technology, 35-959 Rzeszow, Poland)

  • Janusz R. Rak

    (Department of Water Supply and Sewerage Systems, Faculty of Civil, Environmental Engineering and Architecture, Rzeszow University of Technology, 35-959 Rzeszow, Poland)

Abstract

This paper first presents the results of polling on the subject of potable water in crisis situations, with respondents from south-eastern Poland’s Subcarpathian region asked for their opinions on the level of nuisance associated with water supply interruptions and water quality, levels of consumption and water companies’ quality of service. Among the respondents 53% regard the quality of the water they receive as satisfactory, while a quarter see it as only average. However, respondents are relatively satisfied with the corporate response when supplies are interrupted, as methods and means of notification are judged effective by 60%. Continuing with work to assess possibilities for water companies to improve their performance in crisis situations, the present study generates an Analytical Hierarchy Process allowing recipients to determine importance criteria where quality of service is concerned. This could facilitate management by water companies, providing for centralised control and comparison that help secure services of appropriate quality. The process can also help protect different groups of recipients, as safety is evaluated through analysis of functioning, and of failures and losses.

Suggested Citation

  • Katarzyna Pietrucha-Urbanik & Janusz R. Rak, 2020. "Consumers’ Perceptions of the Supply of Tap Water in Crisis Situations," Energies, MDPI, vol. 13(14), pages 1-20, July.
    • Handle: RePEc:gam:jeners:v:13:y:2020:i:14:p:3617-:d:384239
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    8. Tien-Hsiang Chang & Kuei-Ying Hsu & Hsin-Pin Fu & Ying-Hua Teng & Yi-Jhen Li, 2022. "Integrating FSE and AHP to Identify Valuable Customer Needs by Service Quality Analysis," Sustainability, MDPI, vol. 14(3), pages 1-15, February.
    9. Jian Chang & Wanhua Li & Yaodong Zhou & Peng Zhang & Hengxin Zhang, 2022. "Impact of Public Service Quality on the Efficiency of the Water Industry: Evidence from 147 Cities in China," Sustainability, MDPI, vol. 14(22), pages 1-17, November.
    10. Dawid Szpak, 2020. "Method for Determining the Probability of a Lack of Water Supply to Consumers," Energies, MDPI, vol. 13(20), pages 1-16, October.
    11. Barbara Tchórzewska-Cieślak & Katarzyna Pietrucha-Urbanik & Emilia Kuliczkowska, 2020. "An Approach to Analysing Water Consumers’ Acceptance of Risk-Reduction Costs," Resources, MDPI, vol. 9(11), pages 1-16, November.
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    13. Yijie Wang & Lei Xie & Shuang Li, 2022. "The Use of Intergroup Social Comparison in Promoting Water Conservation: Evidence from a Survey Experiment in China," IJERPH, MDPI, vol. 19(13), pages 1-14, June.

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