Abstract
The purpose of this paper is to perform an empirical study of factors which determine the improvement of operational efficiency in utility sector. The data was collected from various stakeholders of utilities sector viz. domestic rural consumers, domestic urban consumers, government employees, non-government employees and experts. The data was collected from 15 villages and three urban areas. Data from 222 respondents was collected, out of which 52 respondents were domestic rural consumers, 50 respondents were domestic urban consumers, 50 respondents were non-government employees, 60 of the respondents were government employees and ten respondents were expert to the utility. It was found out that process reengineering and reducing AT&C losses are the most important factors that determine operational efficiency. Results from the research can be used in other utilities sectors in other geographies.
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