RISK TYPES, EFFECTIVE WATER RISK MANAGEMENT AND CONSUMER SATISFACTION: A CASE OF MALAYSIAN WATER OPERATORS

This study investigated risk types that need to be considered by Malaysian water operators when developing effective water risk management. The proposed risk types were technology, organization, economy, government, nature, crime and public. To examine the benefit of effective water risk management to water operators, water consumer satisfaction on the quality of water services was also investigated. Crosssectional survey was adopted to verify the proposed conceptual frameworks. 400 questionnaires were evenly distributed to all water operators in Malaysia and another 400 questionnaires were distributed to water consumers nationwide. The results showed that technology, economy and public influenced effective water risk management significantly. Additionally, it was found that water risk management significantly influenced consumer satisfaction. From the findings of this study, workplace, personal and theoretical best practices for establishing effective water risk management in water operators and in turn strategies to increase water consumer satisfaction were discovered.