Factors influencing customer satisfaction with water service quality in Chile

Published: 31 August 2021| Version 2 | DOI: 10.17632/9y8kh3f4tk.2
Guillermo Donoso


Data collected between 2012 and 2016 by SISS on the customer´s perception of the quality of the service provided by water supply and sanitation operators. SISS surveys the client population of the 28 largest WSS of the country with a 2% error at a confidence level of 95%. A Structural Equation Model (SEM) specifically constructed was estimated finding that perceived health risks, service provided by operators, payment service, and price are mainly influenced by the consumer’s perception of water quality and of the payment system confirming that the overall rating given to water and the water supply service is the result of an interaction of multiple factors



Structural Equation Modeling, Drinking Water Quality