Poor Service Quality Research Articles

Exploring the challenges in the management of childhood pneumonia-qualitative findings from health care providers from two high prevalence states in India.

India ranks among the top five countries in the world in child deaths due to pneumonia. Apart from poor public awareness, inadequate health infrastructure and treatment services have compromised effective management. This qualitative study guided by components of the Andersen-Newman's health care utilization framework explored contextual and community challenges faced by health care providers (HCPs) in the delivery of care services for children with pneumonia in select districts of Uttar Pradesh (UP) and Madhya Pradesh (MP). Semi structured interviews (SSIs) and focus groups discussions (FGDs) were carried out with a purposive sample of HCPs selected from three districts in each state. The HCPs included doctors and community health workers (CHWs). All SSIs and FGDs were audio- recorded, with consent, transcribed verbatim, entered into NVivo and analysed using thematic analysis. A total of 15 SSIs were conducted with doctors and eight FGDs were carried out with CHWs. Two themes that best explained the data were:, 1. Health systems: barriers faced in delivery of care services and 2. Evaluated Need: perceptions on community awareness and practices. According to the HCPs inadequacies in government health infrastructure both manpower and equipment, and skill deficits of paramedical staff and CHWs contributed to poor quality of care services for management of childhood pneumonia. This combined with inadequate understanding of pneumonia in the community, dependence on unqualified care providers and distrust of government hospitals acted as barriers to seeking appropriate medical care. Additionally, poor compliance with exclusive breast feeding practices, nutrition and hygiene had contributed to the high prevalence of the disease in these states. Strengthening public health facilities, instilling trust and confidence in people about the availability and the quality of these services and enhancing health literacy around childhood pneumonia would be critical towards protecting children from this disease.

High-Strength Iron Wire-Like Carbon Nanotubes in the Construction of a Digital Smart Logistics Supply Chain System

Today, modern logistics and transportation as a whole still have many problems such as high cost, low efficiency, and poor service quality. This article aims to improve the efficiency of various logistics departments. In order to explore the role of high-strength steel wires as carbon nanotubes in the construction of digital logistics systems, this article saves manpower and management costs in the logistics process and effectively manages information transportation and operating costs by sensing and controlling automated processing and operating procedures. It can effectively solve technical problems and create a complete logistics system that meets product needs. The results of the study show that through the transformation of traditional logistics through carbon nanotubes, the efficiency of digital logistics is relatively stable, with an average value of about 2.5, which takes more than 30% less time than traditional logistics.

Civilian perceptions of police: A thematic analysis of non-physical encounters with law enforcement

ABSTRACT Literature pertaining to civilian-police relations within the United States primarily focuses on unjust physical treatment of civilians by law enforcement. However, research examining the ways in which adverse nonphysical encounters with law enforcement influence perceptions of police and compromise their relationship with civilians is less prevalent. This study utilizes a thematic approach to analyze 252 participants open-ended responses from the Police–Public Encounters survey. The Police–Public Encounters survey was designed to investigate the prevalence, demographic distribution, and psychological correlates of police victimization from adults across four US cities (Baltimore, New York, Philadelphia and Washington, DC), to understand their most notably adverse encounter with police. Study findings revealed four themes: 1) direct and indirect experiences of racial profiling, 2) fear and intimidation, 3) unjust treatment, and 4) poor quality of service. Findings highlight the relationship between nonphysical encounters with police and notions of procedural justice that influence civilian-police interactions. Implications for future research should continue to explore citizens’ perceptions of police as well as police perceptions of their encounters with civilians to examine how this may affect their ability to serve and protect communities.

The Influence of Extrinsic Motivating Factors on Employees’ Work Performance at Banking Sectors in Malaysia: The Mediating Effect of Psychological Ownership

This study investigates the influences of extrinsic motivating factors on employees' work performance in banking sectors in Malaysia when the psychological ownership act as mediating effect existed. Generally, this study analyses three independent variables, categorized as extrinsic (working condition, job security, and company policy) motivating factors on the dependent variable of employees' work performance when psychological ownership acts as a mediating effect in banking sectors in Malaysia. This study was conducted to determine employee work performance issues, namely, poor service quality, poor communication, high employee turnover, and work-related stress in Malaysian banking sectors. The research tools used in this study were personal distribution and online mail questionnaires. A total of 3700 frontline employees were selected for the questionnaire, but only 370 respondents are fit for further analysis. The survey data was gathered within a one-month duration. The findings revealed that work conditions and company policy have a significant favourable influence on psychological ownership. The following results show that psychological ownership positively mediates the relationship between company policy and work conditions with work performance. A theoretical framework has been constructed based on Herzberg's Theory of hygiene factors used in this research. The outcome of this study would help bank management introduce practical strategies for improving the employees' work performance which leads to business growth.

Expected service dimensions and service levels for paratransit considering future mobility needs in emerging countries

• Mobility-as-a-Service (MaaS) promises improved modal efficiency and integration among public transit and flexible paratransit services (FPS). • Key service dimensions and issues of flexible paratransit services are analysed in the context of MaaS. • Expected service level for these service dimensions are determined using the level of service (LOS) approach based on user perception. • Ride matching as per expected waiting time and service hours via MaaS agencies would ensure proper demand-supply match and fleet size determination. In emerging countries, flexible transport systems (FTS) are mostly informal and are provided by individual paratransit operators/drivers. These services are largely unregulated thus resulting in uncoordinated operations with poor service quality. Earnings and working conditions of paratransit drivers/operators are also poor due to loosely regulated fleet size and other operational and regulatory issues which results in further deterioration of service quality. This research identifies key service dimensions and issues of paratransit services and also determines the expected service level for these service dimensions using the level of service approach based on user perception. LOS scales are designed for different service attributes using a five-point satisfaction and importance rating system. For quantitative attributes, five-level LOS scales are determined by applying the Law of Successive Interval Scaling, whereas for qualitative attributes, the same has been developed using the frequency of response for each level of importance for each sub-attribute. Subsequently, we explore various policies and regulatory measures towards reform and redesign of paratransit services and other mobility needs. Operator profitability can be achieved both through the controlled entry of operators through the issue of permits and/or by relaxing the current service level of some service aspects which are at LOS B level of service. The LOS scales can help in future service design of paratransit services in emerging countries which can offer an affordable alternative to ridesourcing and ride-sharing using cars. The study is conducted in two medium-sized cities in India namely Rajkot and Vishakapatnam.

PENGARUH KOMPETENSI PEGAWAI TERHADAP KUALITAS PELAYANAN (STUDI KASUS DI KANTOR KECAMATAN KIARACONDONG KOTA BANDUNG)

Based on the results of the assessment conducted by researchers at the District Office Kiaracondong Bandung, researchers found the problem was the poor quality of public services. The method used in this research is quantitative research methods through a descriptive approach. The number of samples of the community as listed is a sample of the number of members of a population of 150 members. The survey results revealed that the correlation between employee competence with the quality of public services. The large correlation coefficient is 0.928 (R). R in the correlation, or correlation between two or more independent variables on the dependent variable showed modest correlations. Effect of competency to service quality Kiaracondong subdistrict is high enough influential category of 86.1% this proves that the competence of the employees has a positive and significant impact on the quality of public services, while the remaining 23, 9% is the influence of other variables not examined in this study. Kata kunci: Kompetensi, Kualitas Pelayanan, Pegawai Negeri Sipil

LA-MQTT : Location-aware Publish-subscribe Communications for the Internet of Things

Nowadays, several Internet of Things (IoT) deployments use publish-subscribe paradigms to disseminate IoT data to a pool of interested consumers. At the moment, the most widespread standard for such scenarios is MQTT. We also register an increasing interest in IoT-enabled Location-Based Services, where data must be disseminated over a target area and its spatial relevance and the current positions of the consumers must be taken into account. Unfortunately, the MQTT protocol does not support location awareness, and hence it may result in notifying consumers that are geographically far from the data source, causing increased network overhead and poor Quality of Service (QoS). We address the issue by proposing LA-MQTT , an extension to standard MQTT supporting spatial-aware publish-subscribe communications on IoT scenarios. LA-MQTT is broker-agnostic and fully backward compatible with standard MQTT. As monitoring the position of subscribers over time may cause privacy concerns, LA-MQTT carefully supports location privacy preservation, for which the optimal tradeoff with the QoS of the spatial notifications is addressed via a learning-based algorithm. We demonstrate the effectiveness of LA-MQTT by experimentally evaluating its features via large-scale hybrid simulations, including real and virtual components. Finally, we provide a Proof of Concept real implementation of an LA-MQTT scenario.

Service Quality for Banjarbendo Village Government

The Village Government is one part of the state administrators who have the task of providing good quality public services to the community based on five indicators of public services, namely tangible, reliability, responsiveness, assurance and empathy. The analysis technique in this study uses the service quality (Servqual) technique or a technique that produces a gap score derived from the results of service performance to the community with the expectation of service quality expected by the community. The results of this study indicate that the quality of administrative services for the Banjarbendo Village Government, Sidoarjo District, Sidoarjo Regency can be categorized as poor administrative service quality because it produces an overall average gap score (-0.3400) and a gap score on the five dimensions 1) Physical Evidence/ Tangible (-0,13809) with bad category, 2) Reliability (-0.3728) with bad category, 3) Responsiveness (-0.3356) with bad category, 4) Assurance (-0.3587) with bad category, and 5) Caring/Empathy (-0.2548) with bad category.

A Bayesian Game-Based Train Protection Method Using Train-to-Train Communication

Train-to-wayside communication cannot satisfy growing demands for safety and efficiency on high-speed railways. In this article, a novel train control system is presented based on train-to-train (T2T) communication and mobile edge computing (MEC). The T2T approach can shorten communication times and optimize the control performance. The scheme is described and compared to the traditional communication system, considering parameters that can result in poor service quality. Additionally, the application of MEC is introduced in a novel wireless access network. Then, a Bayesian game-based protection method is proposed to ensure operation safety and efficiency. Considering bit errors, packet losses, and broken connections, train and communication system cost functions are designed. The results show that the proposed strategy can reduce the impact of unreliable communication on the safe operation of trains.

사회서비스 공급체계의 공공성 실현방안

The purpose of this study was to seek an alternative approach to realizing the publicity of the social service provision system. The discussion of publicity varies from the essence and subject to the measures for realization, and the contents discussed in terms of the process of public debate and the realization of publicity through cooperative mechanisms and cultural cognitive mechanisms were reviewed. Recently, the government has been making efforts to realize publicity through the establishment of a social service center as problems such as the worsening treatment of workers, poor service quality, and violation of user human rights that have occurred due to excessive profit pursuit by for-profit suppliers. Additionally, it must consider that it is necessary to enhance the role of non-profit private service providers who have played an important role in providing social services from the beginning, and they should form a coalition as an alternative to realizing publicity. This study also reviewed if it would be possible to supplement publicity by autonomously regulating service quality by reflecting user opinions in policy decisions, and promoting innovation that increases flexibility through cultural and cognitive mechanisms.

Human resources in the sphere of tourism

The article discusses the importance of human resources in the field of tourism. In the Republic of Kazakhstan, the tourism sector is characterized by a shortage of highly qualified specialists. In tourism enterprises, mainly in the field of tourism and hospitality, there is a low level of specialists with the appropriate education and the necessary level of professionalism. These conditions consequently lead to poor quality of service. An important aspect is the availability of practical skills and theoretical base in this area. The article reflects the place of Kazakhstan in the Global Travel and Tourism Competitiveness Index of the World Economic Forum, identifies a list of factors that increase and decrease the rating of Kazakhstan in the field of tourism. On the basis of statistical indicators, the dynamics of changes in employment indicators and nominal wages of workers in the tourism industry, namely, travel companies, hotel enterprises and health resort organizations, for the period from 2016 to 2020 are considered and analyzed. In addition, the article focuses on the activities of domestic higher and secondary vocational educational institutions that train specialists for the tourism sector. Foreign experience is considered and directions are given that should be priority in training personnel for the tourism industry.

Primary Healthcare Quality in Conflict and Fragility: a subnational analysis of disparities using Population Health surveys

BackgroundRecent global reports highlighted the importance of addressing the quality of care in all settings including fragile and conflict-affected situations (FCS), as a central strategy for the attainment of sustainable development goals and universal health coverage. Increased mortality burden in FCS reflects the inability to provide routine services of good quality. There is also paucity of research documenting the impact of conflict on the quality of care within fragile states including disparities in service delivery. This study addresses this measurement gap by examining disparities in the quality of primary healthcare services in four conflict-affected fragile states using proxy indicators.MethodsA secondary analysis of publicly available data sources was performed in four conflict-affected fragile states: Cameroon, the Democratic Republic of Congo, Mali, and Nigeria. Two main databases were utilized: the Demographic Health Survey and the Uppsala Conflict Data Program for information on components of care and conflict events, respectively. Three equity measures were computed for each country: absolute difference, concentration index, and coefficients of mixed-effects logistic regression. Each computed measure was then compared according to the intensity of organized violence events at the neighborhood level.ResultsOverall, the four studied countries had poor quality of PHC services, with considerable subnational variation in the quality index. Poor quality of PHC services was not only limited to neighborhoods where medium or high intensity conflict was recorded but was also likely to be observed in neighborhoods with no or low intensity conflict. Both economic and educational disparities were observed in individual quality components in both categories of conflict intensity.ConclusionEach of the four conflict-affected countries had an overall poor quality of PHC services with both economic and educational disparities in the individual components of the quality index, regardless of conflict intensity. Multi-sectoral efforts are needed to improve the quality of care and disparities in these settings, without a limited focus on sub-national areas where medium or high intensity conflict is recorded.

Service Quality for Village Government

The Village Government is one part of the state administrators who have the task of providing good quality public services to the community based on five indicators of public services, namely tangible, reliability, responsiveness, assurance and empathy. The analysis technique in this study uses the service quality (Servqual) technique or a technique that produces a gap score derived from the results of service performance to the community with the expectation of service quality expected by the community. The results of this study indicate that the quality of administrative services for the Banjarbendo Village Government, Sidoarjo District, Sidoarjo Regency can be categorized as poor administrative service quality because it produces an overall average gap score (-0.3400) and a gap score on the five dimensions 1) Physical Evidence/ Tangible (-0,13809) with bad category, 2) Reliability (-0.3728) with bad category, 3) Responsiveness (-0.3356) with bad category, 4) Assurance (-0.3587) with bad category, and 5) Caring/Empathy (-0.2548) with bad category.

Quality of antenatal care and associated factors in public health centers in Addis Ababa, Ethiopia, a cross-sectional study.

BackgroundPotentially, the risk of morbidity and mortality during pregnancy and child birth can be prevented through comprehensive, quality antenatal care services. The high maternal mortality rate in developing countries, including Ethiopia, is related to poor quality of antenatal care services and is still a major public health problem. The aim of this study is to assess the quality of antenatal care and associated factors in public health centers in Addis Ababa, Ethiopia.MethodsAn institution-based cross-sectional study was conducted using a quantitative method from December 10 to January 30, 2020. A total of 616 study participants were selected by a systematic random sampling technique. Data was collected using pre-tested structured interview administered questionnaires. The data was entered into Epi-info version 7.2.1 and analyzed by SPSS version 24. Bivariate and multivariable logistic regressions were performed to identify the presence and strength of the association between the outcome and predictor variables.ResultsOverall, 33% of pregnant women received good-quality antenatal care. Satisfaction with antenatal care service, antenatal care initiation time, maintaining confidentiality, and waiting time become significant predictors of the quality of antenatal care. As a result, a lack of confidential care (AOR = 0.37; 95% CI, (0.40, 0.88)), a long waiting time (AOR = 0.6, 95% CI, (0.48, 0.88)), and no satisfaction with ANC services (AOR = 0.26; 95% CI, (0.109, 0.36)) were identified as factors impeding the quality of antenatal care. While starting ANC later than four months of pregnancy was found to be a positive predictor of the quality of antenatal care (AOR = 1.9, 95% CI: (1.21, 3.12)).ConclusionOnly one-third of pregnant mothers received good quality antenatal care. Lack of confidential care, long waiting time and no satisfaction with antenatal care services were factors hindering the quality of antenatal care. While initiation of antenatal care after four months of pregnancy was a positive predictor of the quality of antenatal care.

Improving Quality-of-Service in Cluster-Based UAV-Assisted Edge Networks

With millions of devices connected together, the Internet of Things (IoT) has become an emerging technology for future wireless networks. The ever-increasing number of smart devices and data hungry applications demand a high Quality-of-Service (QoS) for IoT. In conventional networks, data being sent to cloud for computational purpose leads to poor QoS. In order to address QoS challenges, mobile edge networks have emerged as a promising solution. In edge networks, bringing the networks resources closer to the end devices results in improved QoS. The maneuverability and the ease of versatile deployment coupled with cost efficiency makes unmanned aerial vehicles (UAVs) a promising candidate for future edge networks. The UAVs can act as edge servers to provide computational capabilities and improved services to the edge devices. Due to the flying ability, UAVs can establish better line-of-sight link with the ground devices. In this paper, we consider that the edge devices in the area of interest have to be facilitated with a certain desired QoS, which is based on the notion of outage probability of the wireless link between the UAV and the edge devices. In this context, we first propose a novel method that computes the optimum height at which UAV should hover, resulting in maximum coverage radius with sufficiently small outage probability. Then the geographical area is divided in optimal number of clusters using a novel algorithm based on K-means clustering. The method computes the optimum number of UAVs required for covering the area of interest. Each of the UAVs utilizes 3D beamforming in order to cover its own coverage area. For this purpose, we are taking coordinate transformation of the original area and forming a wide beam to cover the desired area. The obtained results demonstrate the effectiveness of the proposed method when compared to existing methods, which validate the utilization of the proposed method over large scale network applications.

Municipal Finance of West Bengal

Abstract: Urban local bodies ( ULBs) are statutorily responsible to deal with urban problems. The primary rationale of ULBs is provisioning of civic amenities to residents in the area under their jurisdiction. Increased urbanization creates demand for more and more civic services which are provided by the ULBs under fiscal stress. The objective of the proposed work is to undertake a study of the financial structure of ULBs of West Bengal and understand its implications for provisioning of municipal facilities for the period 2001-02, 2007-08 and 2013-14. This will include the analysis of the pattern of disbursements and receipts of ULBs at the state and district levels. This is followed by analysis of the components of receipts and disbursements. It has been found from the analysis of municipal finance that ULBs of West Bengal are not being able to generate sufficient revenue. The dependence on grants reflects the inability of ULBs to generate sufficient own source income. The provisioning of municipal services are also not at a desired level. The burden of unproductive expenditure and poor quality of municipal services are also found. West Bengal has implemented more or less all the provisions of the 74th Constitution Amendment Act But effective functioning and efficient administration are needed for overall improvement in the governance of ULBs. Keywords: Municipality, Finance, Urban local bodies, Revenue, Expenditure JEL codes: H2, H7, H71,H72,H75, H76

DEVELOPMENT AND STRENGTHENING THE INSTITUTE OF TAX CONSULTANTS IN THE TAX SYSTEM OF UKRAINE

The purpose of this article is to formulate the main prerequisites and economic consequences of strengthening the institute of tax consultants in the tax system of Ukraine, to substantiate the importance of tax counseling as a separate profes-sion, as well as to determine the cross-functional role of tax consultants in inter-action with taxpayers, fiscal authorities and the government, according the world trends in tax consulting. Methodology. The research is based on the analysis of specialized scientific sources of international researchers and practitioners who have been studying the issues of tax consulting as a separate type of professional activity for the last 30 years. Based on the analysis, using general scientific meth-ods – analysis, synthesis, generalization, abstraction – the conclusions of the study were made, which can be interpolated into the Ukrainian business envi-ronment. Results of research showed the importance and role of tax advisers in modern tax systems. Based on the research, it is proved that tax advisers can perform different functions (acting in different roles) on the interaction between taxpayers, fiscal authorities and the government. They are qualified representa-tives for taxpayers in solving certain problems in the field of taxation, including in matters of tax planning and optimization of tax payments. At the same time, tax advisers are important as intermediaries, arbitrators, regulators in relations between taxpayers and the government, as well as they act as agents of fiscal bodies on tax compliance of taxpayers. The importance of tax counseling for dif-ferent subjects of the tax system is determined for: taxpayers, fiscal authorities and the government. Further research in the field of tax consulting is proposed to focus on the formulation of ethical principles of tax consultants, which, according to world practice, have a great importance in their activities. It is also proposed at the legislative level to consolidate the legal status and responsibility of tax ad-visers. This is proposed to be done by establishing the procedure for document-ing the consultations provided, establishing the legal responsibility of the con-sultant for poor-quality services, which is a separate important area of further research. Practical implications. In the article the necessity of development of tax consulting institute in Ukraine on the basis of implementation of relevant interna-tional standards and practices is substantiated. The functions (roles) of tax con-sultants in the tax system of the country and their interaction with taxpayers, fis-cal authorities and the government are defined. Value/originality. The corre-spondence between the world practice of tax consulting and the Ukrainian legal framework allowed to show serious gaps in local legislation and tax awareness of taxpayers, which should be corrected ASAP.

RELATIONSHIP OF ORGANIZATIONAL RESOURCES TO PRE-ANALYTIC ERRORS IN BANDUNG CITY PUSKESMAS LABORATORY

Background. Lack of awareness about the role of laboratory services in many developing countries causes a lack of resources which is the main factor that affects the poor quality of laboratory services. Quality control aims to reduce or minimize errors that occur in the laboratory. The laboratory error ranged from 0.012-0.6%. Errors that occur in the pre-analytic stage are the largest, reaching 60-70% of the total laboratory errors. Pre-analytical error data from one of the Puskesmas laboratories in Bandung is 4.7%.
 Destination. To find out the description of organizational resources, description of pre-analytical errors and to determine the relationship of organizational resources to pre-analytical errors in the Bandung City Health Center Laboratory.
 Method. This research is a correlation analytic research. The research subjects were laboratory officers at the Bandung City Health Center Laboratory as many as 20 respondents. The resource variable was measured using a questionnaire and the pre-analytic error variable was derived from secondary data.
 Results. The results of this study indicate that the organizational resources at the Bandung City Health Center Laboratory are 65% quite good, 30% good and 5% not good. Pre-analytical errors in the Bandung City Health Center Laboratory, as much as 20% did not have pre-analytic errors, as many as 80% had pre-analytical errors. There is no relationship between organizational resources and pre-analytic errors in the Bandung City Health Center Laboratory (Sig. 2-tailed 0.422).
 Conclusion. Most (65%) of Bandung City Health Center Laboratories have good organizational resources. Pre-analytical errors in the Bandung City Health Center Laboratory varied between 0.10-27.03%. There is no relationship between organizational resource variables and pre-analytic errors in the Bandung City Health Center Laboratory.

Quality of Laundry and Linen Service in Public and Private Hospitals

significant for achieving healthcare and patient satisfaction in tertiary level public and private hospitals. In the hospital, used linen harbor large number of potentially pathogenic microorganisms which may cause many infections. This lead to lengthen patient's hospital stay and aggravate cost of treatment which may result patient dissatisfaction. In Bangladesh, there is no linen related policy, therefore, this study tried to assess the quality of laundry and linen services in both public and private hospitals in Bangladesh Methodology: This cross-sectional study was conducted among purposively selected 251 service providers (151 from public hospital and 100 from private hospital) and 117 service receivers (60 from public hospital and 57 from private hospital) from one public hospital namely Sher-E-Bangla Medical College Hospital (SBMCH), and from one private hospital namely Rahat Anower Hospital in Barishal district, Bangladesh from January to December 2019. In addition, 64 (34 from public hospital and 30 from private hospital) swab samples were selected purposively for microbiological test. Data was collected through two questionnaires and a checklist. Data processing and analysis were done using SPSS (Statistical Package for Social Science) version 23. Results: It was found that laundry department was not in the ground floor in private hospital like public hospital. On the other hand, color coded bag was used for collection of infected and non-infected clothes only in private hospital. Both public and private hospitals did not use separate compartment of the trolley for carrying the dirty linen. Maximum 73.68% of service receivers from private hospital were satisfied compared to public hospital (38.3%) regarding cleanliness of linen. Furthermore, the majority of service providers in both government and non-government hospitals had no history of influenza vaccination, and the majority of them were not trained in linen services. Public hospital’s swab sample show the higher microbiological growth 19 (56%) than private hospital’s sample 10 (33%). Conclusion: Due to the poor quality of linen services, both public and private hospital service providers and recipients are at risk of being infected by many diseases spread by linen.

Performance Evaluation of Water Services Provision in Counties and Water Services Boards of Kenya

Principal component analysis has been applied to eight dimensionless water services provision parameters for forty three administrative counties and eight water services boards of Kenya, in order to group the parameters under different components based on significant correlations. Good correlation (r=0.63) exist between Water Supply coverage (C w ) and the viability of water services utilities (C omc ), while the hours of supply (H s ) is also correlated (r=0.55) to the viability of water services utilities (C omc ). Non-Revenue Water (NRW) showed negative correlation with the coverage of water supply and viability of water services utilities. In fact these two parameters showed low correlation (r<0.3) with any of the other remaining parameters. Furthermore, the similarity and dissimilarity between the counties and water services boards in terms of water services provision is evaluated. In relation to benchmark conditions, a lot of work still needs to be done to realise ideal status. Tharaka-Nithi, Uasin-Gishu, Kakamega, Bungoma, Busia, Trans-Nzoia, Meru, Garissa and Kisumu counties formed the cluster of best performing counties with a strong showing in Non-Revenue Water, viability of water services utilities, coverage of water services, Hours of supply and a weak showing in C wb i.e the ratio of cost of water billed to the average tarrif. Migori, Homa-Bay, Elgeyo-Marakwet, Vihiga, and West-Pokot counties are clustered together with a strong showing on ratio of cost of water produced to the average tariff (C wp ) and NRW but weak sewerage service coverage (C s ), Population within the service area (WSP p ) and C omc and appear to be the worst performers. Athi and Lake Victoria North Water services boards though not clustered together are the best performers while Tanathi water services board is the worst performer. Generally, utilities with weak technical performance were found to do poorly financially and also offered poor customer care and quality of service. This study therefore, is key in facilitating cross-utility comparison. Keywords: key words, water services, Principal component analysis, county, performance DOI: 10.7176/JEES/12-5-05 Publication date: May 31 st 2022