Insights into water service quality in Jordan from key performance indicators and consumer perceptions

The study analyzed correlations between water supply service performance and customer satisfaction in Jordan, using key performance indicators (KPIs) and surveys of 914 consumers. The study revealed that the level of water service, including water quality, did not influence consumers' selection of drinking water source but strongly influenced their choice of cooking water. The consumers' overall satisfaction showed a significant correlation coefficient with the operating ratio (revenue/expense for operation) (R = 0.84, P < 0.01) and weekly water supply hours (R = 0.69, P < 0.05), which was influenced mainly by consumers’ perception regarding sufficient water quantity and quality.