Insights into Water Supply Services and Users’ Perceptions in Jordan Through Key Performance Indicators and Consumers’ Responses

The study analyzed water supply services in Jordan, using water utility’s key performance indicators (KPIs) of 12 governorates and surveys on 915 consumers. According to the consumer survey results, overall satisfaction rate varied from 28% to 93% by each governorate and 56% and 22% of consumers used bottled water for drinking and cooking, respectively. The overall satisfaction of the consumers showed high correlation coefficient with the operating ratio. It was found that the level of water service including water quality did not influence consumers' selection of drinking water source, while water quality strongly influenced their choice of cooking water