Determining the satisfaction level of water user association service quality for supporting sustainable rural development

Abstract

In a riverbank area, a sustainable rural development is closely related to the success of a water user association (WUAs), which largely depends on the satisfaction of its members. Therefore, it is necessary to determine the satisfaction level of the members towards the service quality provided by a WUAs. This study was conducted at WUAs Subur Makmur, Indonesia. This WUAs was awarded the best WUAs at national level in 2012, and it has managed to maintain high income. This study aims at determining the satisfaction level of WUAs members in relation to its service quality. The data were collected from 88 respondents who live in five dusun (hamlets). They were selected purposively by considering the demographic characteristics, acquired land areas, and farmer types. The Spearman correlation analysis was used to analyze the relation between the WUAs services and the customer satisfaction. From the seven satisfaction indicators, the Product indicator has the highest correlation coefficient (0.585). Meanwhile, among the five service quality indicators, the Assurance indicator has the highest correlation coefficient (0.495) with the level of satisfaction of WUAs members. The results of this study will be beneficial as a reference for other WUAs in order to support sustainable rural development.

Determinants of User Satisfaction and the Implications on Collective Action in Demand-driven Water Governance in Rural Uganda

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“…2017). En cuanto a la dimensión Aspectos Económicos y Financieros a los funcionarios les parece poco determinante aunque el aspecto financiero es un limitante de la calidad en el servicio que se puede ofrecer (Bizerra, 2016;Rustinsyah, 2019). En países con carencias similares al Péru, como México (Mballa y Espericueta, 2018;Flores, 2019), Brasil (Tavares et al, 2019;Ferreira, 2021) y Ecuador (Arredondo & Gómez, 2017Moscoso y Silva, 2017), la insatisfacción se agrupa en torno a aspectos como el alto consume y la facturación, lo que obliga a una revisión del tema.…”

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