Incorporating Service Quality into Yardstick Regulation: An Application to the Peru Water Sector |
| |
Authors: | Chen Lin Sanford V Berg |
| |
Institution: | (1) Department of Economics, Lingnan University, Hong Kong, China;(2) Department of Economics, Warrington College of Business Administration, University of Florida, PO Box 117142, Gainesville, FL 32611-7142, USA |
| |
Abstract: | Yardstick regulation requires the utilization of benchmarking, a valuable tool for improving public service delivery, especially
in developing countries where inefficiencies translate into negative health impacts and social unrest. However, benchmarking
must account for both the cost and the quality of service. Using data from 38 Peruvian water utilities (1996–2001), the paper
evaluates quality-incorporated firm performance and identifies changes in efficiency, technology (frontier), and service quality.
The study utilizes the nonparametric data envelopment analysis (DEA) model, a preference structure model, and the quality-incorporated
Malmquist productivity index in evaluating firm performance; the study discusses their implications for regulating state-owned
enterprises.
|
| |
Keywords: | Data envelopment analysis (DEA) Malmquist productivity index Service quality Yardstick regulation |
本文献已被 SpringerLink 等数据库收录! |
|