{"title":"Service quality models in the public drinking water supply in Mexico","authors":"Jorge Silva","doi":"10.24850/j-tyca-16-1-1","DOIUrl":null,"url":null,"abstract":"To analyze service quality models in the public drinking water supply in Mexico. The paper conducts a systematic review of various works of erudition on the subject, with the models being identified based on their application. A systematic literature review was conducted using the Preferred Reporting Item for Systematic Reviews (PRISMA) and the 3-stage approach by Arksey and O’Malley. The study design was chosen because it helps in the identification of articles through predefined criteria. Electronic searches were conducted via Web of Science and Scopus, with articles published between 1980 and 2022 being identified. The articles were then screened for relevance, applicability, validity, and reliability. The review identified at least five GAPS under the GAP model, which include knowledge, policy, delivery, communication, and consumer. Subsequently, the SERVQUAL model shows that the public drinking water supply systems fall below the set expectations of reliability, assurance, empathy, tangibles, and responsiveness. Contrarily, the government has set up programs like PROME and the Citizens’ Initiatives for General Water Law aimed at improving citizen participation and comprehension of key GAPS in the water supply system. The research is novel as it prods the subject of service quality models in Mexico. This topic is an unexplored area, especially with regard to the GAP and SERVQUAL models. The insight derived from this paper will bridge the existent dearth of knowledge while improving policy formulation and implementation.","PeriodicalId":48977,"journal":{"name":"Tecnologia Y Ciencias Del Agua","volume":" ","pages":""},"PeriodicalIF":0.3000,"publicationDate":"2023-08-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Tecnologia Y Ciencias Del Agua","FirstCategoryId":"93","ListUrlMain":"https://doi.org/10.24850/j-tyca-16-1-1","RegionNum":4,"RegionCategory":"环境科学与生态学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q4","JCRName":"ENGINEERING, CIVIL","Score":null,"Total":0}
引用次数: 0
Abstract
To analyze service quality models in the public drinking water supply in Mexico. The paper conducts a systematic review of various works of erudition on the subject, with the models being identified based on their application. A systematic literature review was conducted using the Preferred Reporting Item for Systematic Reviews (PRISMA) and the 3-stage approach by Arksey and O’Malley. The study design was chosen because it helps in the identification of articles through predefined criteria. Electronic searches were conducted via Web of Science and Scopus, with articles published between 1980 and 2022 being identified. The articles were then screened for relevance, applicability, validity, and reliability. The review identified at least five GAPS under the GAP model, which include knowledge, policy, delivery, communication, and consumer. Subsequently, the SERVQUAL model shows that the public drinking water supply systems fall below the set expectations of reliability, assurance, empathy, tangibles, and responsiveness. Contrarily, the government has set up programs like PROME and the Citizens’ Initiatives for General Water Law aimed at improving citizen participation and comprehension of key GAPS in the water supply system. The research is novel as it prods the subject of service quality models in Mexico. This topic is an unexplored area, especially with regard to the GAP and SERVQUAL models. The insight derived from this paper will bridge the existent dearth of knowledge while improving policy formulation and implementation.
分析墨西哥公共饮用水供应服务质量模型。本文系统地回顾了有关该主题的各种学术著作,并根据其应用确定了模型。采用系统评价首选报告项目(PRISMA)和Arksey和O 'Malley的三阶段方法进行系统文献综述。选择研究设计是因为它有助于通过预定义的标准识别文章。通过Web of Science和Scopus进行电子搜索,确定了1980年至2022年间发表的文章。然后筛选文章的相关性,适用性,有效性和可靠性。审查确定了GAP模式下至少五个差距,包括知识、政策、交付、沟通和消费者。随后,SERVQUAL模型显示,公共饮用水供应系统在可靠性、保证性、同理心、有形性和响应性方面低于既定预期。相反,政府设立了一些项目,如PROME和一般水法公民倡议,旨在提高公民参与和对供水系统中关键差距的理解。该研究是新颖的,因为它提出了墨西哥服务质量模型的主题。这个主题是一个未开发的领域,特别是关于GAP和SERVQUAL模型。本文的见解将在改善政策制定和实施的同时弥补现有知识的不足。
期刊介绍:
Published by the Mexican Institute of Water Technology, Water Technology and Sciences (Tecnología y ciencias del agua) is a highly specialized journal which reflects two important characteristics:
The interdisciplinary nature of its articles and notes.
The international scope of its authors, editors, reviewers, and readers.
It constitutes the continuity of the journal Irrigación en México (Irrigation in Mexico) (1930-1946); Ingeniería hidráulica en México (Hydraulic Engineering in Mexico) (1947-1971); Recursos hidráulicos (Hydraulic Resources) (1972-1978), and Ingeniería hidráulica en México, second period (1985-2009).
The journal is aimed at researchers, academics, and professionals who are interested in finding solutions to problems related to the water.
The journal’s contents are interdisciplinary and contain previously unpublished articles and notes that offer original scientific and technological contribution that are developed in the fields of knowledge related to the following disciplines:
Water and energy.
Water quality.
Hydro-agricultural sciences.
Political and social science.
Water management.
Hydrology.
Hydraulics.