Friday , March 24 2023

National Portal for the Permanent Assessment of Clients’ Satisfaction in Water Supply and Purification-Sewerage Services

Mihaela MUREŞAN, Marinella TURDEAN
“Dimitrie Cantemir” Christian University

President of the Romanian Water Association

Abstract: The development and implementation of the National Portal for customers’ satisfaction related to water supply, and purification-sewerage services represents the main goal of a national research project developed in a partnership built by the involvement of the academic area, Romanian Water Association and a private IT company. The project aims at developing a model to measure the customers’ satisfaction, by designing the methodology, main indicators, tools, and the institutional framework for the assessment of the end-users’ satisfaction related to the water supply services. One main objective of the project is represented by the development of a virtual environment which will support the online interaction among the main actors involved in the evaluation of the water quality and in the decisional process concerning the improvement of this service. The main information sources used in the benchmarking process will be represented by the customers’ opinion and the water services providers’ technical data. The analysis and the correlation of these two types of information will support the identification of short-, medium- and long-term trends and scenarios concerning the quality of the water supply and purification-sewerage services. This barometer will be an important tool in the quality management of the public utility services.

Keywords: Customer satisfaction, e-citizen, statistic model, water quality.

Mihaela Mureşan, graduated in Cybernetics, is professor and vice-chancellor at the “Dimitrie Cantemir” Christian University in Bucharest. She holds a PhD in Economics from the Academy of Economic Studies of Bucharest, Romania. In addition to strong project management expertise, including at international level, achieved through over 15 years of activity as project manager in ICT and educational research and ICT application development, Mrs. Muresan has been working for over 10 years within the Romanian educational system, in the capacity of professor for Information Technology and Data Base Management Systems. (

Vasile Ciomoş is senior lecturer at the “Dimitrie Cantemir” Christian University. He holds a PhD in Economics, being specialized in the environmental issues, especially water management. He is also the President of the Romanian Water Association. (

Marinella Turdean is a senior lecturer in the statistics field, at the “Dimitrie Cantemir” Christian University. She holds a PhD in statistics and has a strong experience in educational and research activities. She is also a scientific secretary at the Finance, Banking and Accounting Faculty. (

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Mihaela MUREŞAN, Marinella TURDEAN, Vasile CIOMOŞ, National Portal for the Permanent Assessment of Clients’ Satisfaction in Water Supply and Purification-Sewerage Services, Studies in Informatics and Control, ISSN 1220-1766, vol. 17 (3), pp. 107-116, 2008.