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Accounting for service quality to customers in the efficiency of water companies: evidence from England and Wales

机译：衡量自来水公司效率对客户的服务质量：来自英格兰和威尔士的证据

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摘要

This paper investigates the role of service quality to customers in the efficiency assessment of water companies in England and Wales. To achieve this, data envelopment analysis techniques are employed to compute the technical efficiency of the water companies following two approaches: (i) traditional assessment based on quantity variables (without the inclusion of service quality variables) and (ii) alternative assessment considering quantity and service quality variables as undesirable outputs. The analysis covers 22 water and sewerage companies and water only companies providing drinking water services. The results indicate that the traditional efficiency assessment reveals a high level of technical efficiency, suggesting that the English and Welsh water industry is mature and that one of the challenges it faces is improving service quality. When introducing service quality variables in the evaluation, the average scores of technical efficiency slightly decrease. This suggests that, on average, water companies do not necessarily provide high quality of service, meaning that the traditional efficiency assessment favours their performance. Quality of service supplied to customers within a water sector matters and should be taken into account during the benchmarking process as it could assist regulated companies and regulators to improve performance and incentives, respectively.
机译：本文研究了服务质量对客户在英格兰和威尔士自来水公司效率评估中的作用。为此，采用数据包络分析技术通过以下两种方法来计算自来水公司的技术效率：（i）基于数量变量的传统评估（不包括服务质量变量）和（ii）考虑数量和成本的替代评估服务质量变量作为不良输出。该分析涵盖了22家自来水和污水处理公司以及仅提供饮用水服务的自来水公司。结果表明，传统的效率评估显示出很高的技术效率，这表明英国和威尔士的水行业已经成熟，并且其面临的挑战之一是提高服务质量。在评估中引入服务质量变量时，技术效率的平均分数会略有下降。这表明，平均而言，自来水公司不一定提供高质量的服务，这意味着传统的效率评估偏向于其绩效。在基准测试过程中，应向水务部门提供给客户的服务质量至关重要，因为它可以分别帮助受监管的公司和监管机构改善绩效和激励措施。

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  • 来源
    《Water Policy》 |2016年第2期|513-532|共20页
  • 作者

    Molinos-Senante Maria; Maziotis Alexandros; Mocholi-Arce Manuel; Sala-Garrido Ramon;

  • 作者单位

    Pontificia Univ Catolica Chile, Dept Ingn Hidraul & Ambiental, Ave Vicuna Mackenna 4860, Santiago, Chile|Pontificia Univ Catolica Chile, Escuela Arquitectura, El Comendador 1916, Santiago, Chile|Pontificia Univ Catolica Chile, Inst Estudios Urbanos, El Comendador 1916, Santiago, Chile|Ctr Desarrollo Urbano Sustentable CONICYT FONDAP, Ave Vicuna Mackenna 4860, Santiago, Chile;

    Fdn Eni Enrico Mattei, Isola di San Giorfio Maggiore 8, Venice, Italy;

    Univ Valencia, Dept Math Econ, Ave Tarongers S-N, Valencia, Spain;

    Univ Valencia, Dept Math Econ, Ave Tarongers S-N, Valencia, Spain;

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  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

    Data envelopment analysis (DEA); Efficiency; Performance; Undesirable outputs; Water utilities;

    机译：数据包络分析（DEA）;效率;性能;不良输出;自来水公司;

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