Measuring Sustainable Service Quality of Malaysian Water and Sewerage Companies: A Pilot Study

  • Abrari Salleh Universiti Teknologi Malaysia
  • Sha'ri Mohd Yusof Universiti Teknologi Malaysia
  • Norazli Othman Universiti Teknologi Malaysia
Keywords: Sustainable service quality, water and sewerage services, pilot study, regulatory, validity, exploratory factor analysis


Objective: The aim of this paper is to evaluate the reliability and validity of the sustainable service quality or SUSSERV instrument prior its implementation to measure service quality and sustainability among the water and sewerage companies.

Methodology: The random survey data from thirty questionnaires were analyzed representing customers of water and sewerage service companies in Selangor, Kuala Lumpur, and Putrajaya.

Results: The findings showed that SUSSERV model with six independent variables namely tangibles, reliability, responsiveness, assurance, empathy, and sustainability is a valid and reliable instrument. We recommend the sampling method be used during the final research is the quota sampling and will be based on geographical factors (districts) and category of services (water and sewerage).

Implication: This paper is an attempt to fill the gap between service, product and process quality. The SUSSERV model has achieved the research objective where it can be used to measure service quality and sustainability among the Malaysian water service companies. SUSSERV will be suitable to overcome the lack of research in sustainability service quality.


Download data is not yet available.

Article Analytics Summary

Author Biography

Norazli Othman, Universiti Teknologi Malaysia

UTM Razak School of Engineering and Advanced Technology


Abdullah, F., Suhaimi, R., Saban, G. and Hamali, J. (2011), “Bank Service Quality (BSQ) Index: An indicator of service performance”, International Journal of Quality & Reliability Management, 28(5), 542-555 DOI:

Abubakar, I.R. (February 2016), “Quality dimensions of public water services in Abuja, Nigeria”, Utilities Policy, 38, 43-51 DOI:

Abuosi, A.A. and Atinga, R.A. (2013), “Service quality in healthcare institutions: establishing the gaps for policy action”, International Journal of Health Care Quality Assurance, 26(5), 481-492 DOI:

Afful-Dadzie, A., Afful-Dadzie, E.andTurkson, C. (2016), “A TOPSIS extension framework for re-conceptualizing sustainability measurement”, Kybernetes. 45(1), 70-86 DOI:

Agus, A. and Hajinoor, M.S. (2012), “Lean production supply chain management as driver towards enhancing products quality and business performance: case research of manufacturing companies in Malaysia”, International Journal of Quality & Reliability Management, 29(1), 92-121 DOI:

Aksorn, P. and Charoenngam, C., (2015), Sustainability factors affecting local infrastructure project, Facilities, 33(1/2): 119-143 DOI:

Ali, A.J., Islam, M.A., and Howe L.P. (2013), “A research of sustainability of continuous improvement in the manufacturing industries in Malaysia”, Management of Environmental Quality: An International Journal, 24(3), 408-426 DOI:

AmatTaap, M., Chong, S.C., Kumar, M.and Fong, T.K. (2011), “Measuring service quality of conventional and Islamic bank: A comparative analysis”, International Journal of Quality and Reliability Management, 28(8), 822-840 DOI:

Amin, M. and Isa, Z. (2008), “An examination of the relationship between service quality perception and customer satisfaction.A SEM approach towards Malaysian Islamic banking”, International Journal of Islamic and Middle Eastern Finance and Management, 1(3), 191-209 DOI:

Amran, A., Abdul Khalid, S.N., Abdul Razak, D. and Haron, H. (2010), “Development of MBA with specialisation in sustainable development”, International Journal of Sustainability in Higher Education, 11(3), 260-273 DOI:

Benedetti, L., Langeveld, J., Nieuwenhuijzen, A.F.V., Jonge, J., Klein, J., Flameling, T., Nopens, I., Zanten, O., and Weijers, S. (September 2013). Cost-effective solutions for water quality improvement in the DommelRiver supported by sewer–WWTP–river integrated modelling. Water Science and Technology, IWA Publishing, 68 (5): 965-973; DOI: 10.2166/wst.2013.312 DOI:

Billingham, S. A. M., Whitehead, A. L. and Julious, S.A. (2013), “An audit of sample sizes for pilot and feasibility trials being undertaken in the United Kingdom registered in the United Kingdom Clinical Research Network database”, BMC Medical Research Methodology, 13(104), 1-6 DOI:

Cooper, D. M.and Schindler, P.S. (2001).Business Research Methods. 7thed. New York: McGraw-Hill Irwin.

Cronin, J.J. and Taylor, S.A. (1992), “Measuring Service Quality: A re-examination and extension”, Journal of Marketing, 56, 55-68 DOI:

Cronin, J. J. (2003), “Looking back to see forward in services marketing: some ideas to consider”, Managing Service Quality: An International Journal, 13(5), 332-337 DOI:

Davis, D. and Cosenza, R. M. (2000).Business Research for Decision Making. 5th ed. Pacific Grove: Duxbury Press

Delai, I. and Takahashi, S. (2011). Sustainability measurement system: a reference model proposal. Social Responsibility Journal, 7(3): 438 - 471 DOI:

Elkington, J. (1998). “Accounting For the Triple Bottom Line”, Measuring Business Excellence. 2(3), 18-22 DOI:

Enquist, B., Edvardsson, B. and Sebhatu, S.P. (2007).Value-based service quality for sustainable business.Managing Service Quality: An International Journal. 17(4): 385-403 DOI:

Fernando, R. (2012), “Sustainable globalization and implications for strategic corporate and national sustainability”, Corporate Governance: The international journal of business in society, 12(4), 579-589 DOI:

Frederiksen, P., Mäenpää, M., and Ville Hokka (2008). The Water Framework Directive: spatial and institutional integration. Management of Environmental Quality: An International Journal, 19(1): 100 – 117 DOI:

Garvin, D.A. (1984), “What Does "Product Quality" Really Mean?”,Sloan Management Review. pp. 25-43;

Gronroos, C. (1984). “A Service Quality Model and its Marketing Implications.European Journal of Marketing”, 18(4), 36-44 DOI:

Gronroos, C. (2008), “Service logic revisited: who creates value? And who co-creates?” European Business Review, 20(4), 298-314 DOI:

Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2010).Multivariate data analysis (7th ed.), Pearson Prentice-Hall, Inc.

Hosseinpour, A., Peng, Q. and Gu, P. (2015), “A benchmark-based method for sustainable product design”, Benchmarking: An International Journal, 22(4), 643-664 DOI:

Joseph, C. (2013), "Understanding sustainable development concept in Malaysia", Social Responsibility Journal, 9(3), 441-453 DOI:

Kong, S.M. and Muthusamy, K. (2011). “Using service gaps to classify quality attributes”, The TQM Journal, 23(2), 145-163 DOI:

Lai, F., Hutchinson, J., Li, D. and Bai, C. (2007), "An empirical assessment and application of SERVQUAL in mainland China's mobile communications industry", International Journal of Quality & Reliability Management, 24(3), 244 - 262 DOI:

Lam, S.Y., Lee, V.H., Ooi, K.B. and Phusavat, K. (2012), “A structural equation model of TQM, market orientation and service quality: evidence from developing country”, Managing Service Quality: An International Journal, 22(3), 281-309 DOI:

Lehtinen, U. (2012), “Sustainability and local food procurement: a case study of Finnish public catering”, British Food Journal, 114(8), 1053-1071 DOI:

Mutikanga. H. E., Sharma, S.K. and Vairavamoorthy, K. (2011), “Multi-criteria Decision Analysis: A Strategic Planning Tool for Water Loss Management”, Water Resource Management, DOI 10.1007/s11269-011-9896-9, 25, 3947–3969, (published online) DOI:

Moe, C.L. and Rheingans, R.D. (2006). Global challenges in water, sanitation and health. Journal of Water and Health. 4: 41-57; IWA Publishing DOI:

Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), “SERVQUAL: A Multiple-Item Scale for Measuring Consumer Perceptions of Service Quality”, Journal of Retailing, 64(1), 12-40

Pearson, R.H. and Mundfrom, D.J. (November 2010), “Recommended Sample Size for Conducting Explanatory Factor Analysis on Dichotomous Data”, Journal of Modern Applied Statistical Method, 9(2), 359-368 DOI:

Sloan, T.W. (2010), “Measuring the Sustainability of Global Supply Chains: Current Practices and Future Directions”, Journal of Global Business Management: _

Simonis, U.E. (1990). Beyond growth: elements of sustainable development, ISBN 3-924859-56-6;

Tajbakhsh, A. and Hassini, E. (2015), “Performance measurement of sustainable supply chains: a review and research questions”, International Journal of Productivity and Performance Management, 64(6), 744-783 DOI:

Voon, B.H., Lee, N. and Murray, D. (2014), “Sports service quality for event venues: evidence from Malaysia”, Sports, Business and Management: An International Journal, 4(2), 125-141 DOI:

Zeithaml, Z.A., Parasuraman, A. Berry, L,L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations. Collier Macmillan Publishers, London

How to Cite
Salleh, A., Mohd Yusof, S., & Othman, N. (2017). Measuring Sustainable Service Quality of Malaysian Water and Sewerage Companies: A Pilot Study. Journal of Business and Social Review in Emerging Economies, 3(1), 11-22.