Predicting Users’ Responses of Public Utility Services - Multivariate and Neural Network Analysis - A Case Study

  • Sreedharan S., Dr. Consultant, Public Affairs Centre (PAC), Bangalore-India
  • Poornima G.R. Programme Officer, PAC, Bangalore - India
  • Meena Nair, Dr. Head, Participatory Governance Research Group, PAC, Bangalore - India
  • Genanew Bekele Worku, Dr. Assistant Professor, Dubai Business School, University of Dubai, Dubai, UAE
  • Wathiq Mansoor, Prof. Head, Communication Engineering, College of Engineering and IT, University of Dubai, Dubai, UAE
  • Ananth Rao, Prof. Professor of Finance, Dean, Dubai Business School, University of Dubai, Dubai, UAE
Keywords: Multivariate Choice Model, Neural Networks, Public Utility Service Provider, Econometric Model, Behavioural Responses, Big Data Analytics


This research addresses the problem of predicting the user’s responses through multivariate choice (MVC) and neural network (NN) frameworks for predicting quality, quantity and overall User satisfaction of public water supply organization, BWSSB (Bangalore Water Supply and Sewerage Board) in Bangalore - India for policy initiatives. The MVC study identifies statistically significant factors that explain users’ loyalty to express satisfaction and voice to express dissatisfaction. The MVC model correctly predicts 85% of satisfied customers across satisfaction dimensions.  Wald test on 1940 responses confirms that there exits cross equation correlation across quality, quantity and overall Users’ satisfaction dimensions and thus appropriateness of MVC framework over traditional logit for predicting the user responses. NN framework outperforms the econometric model with 94% correct classification of user responses. The study opens up potential research opportunities for applying the advanced analytical frameworks for predicting user responses in various public and private settings for Policy initiatives so that the service providers could improve their service delivery.


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Author Biography

Ananth Rao, Prof., Professor of Finance, Dean, Dubai Business School, University of Dubai, Dubai, UAE

Corresponding Author-


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How to Cite
S., S., G.R., P., Nair, M., Worku, G., Mansoor, W., & Rao, A. (2018). Predicting Users’ Responses of Public Utility Services - Multivariate and Neural Network Analysis - A Case Study. International Review of Advances in Business, Management and Law, 1(1), 13-33.