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Revista de Ciencias Ambientales

On-line version ISSN 2215-3896Print version ISSN 1409-2158


CRUZ ZUNIGA, Nidia  and  CENTENO MORA, Erick. Assessment of the Drinking Water Delivery Service Based on Users’ Perceptions: the Case in Cartago, Costa Rica. Ciencias Ambientales [online]. 2020, vol.54, n.1, pp.95-122. ISSN 2215-3896.


In Costa Rica there is a need of improving the drinking water delivery service of an important part of the population, aiming to satisfy the Human Right this vital resource. (Objective): This study evaluated the perception of the population of four cities of the province of Cartago (Alvarado, Jiménez, Oreamuno and Turrialba), in relation to the public drinking water service they receive in their communities. (Methodology): The analysis considered both the geographic location of the population and the type of service provider, in order to show the similarities and contrasts existent in each case. Through surveys, the opinion of 2 194 users of the drinking water systems of these localities was collected. (Results): It was found that there are considerable asymmetries between many of the existing systems, with some problems at the level of service continuity and organoleptic properties of the liquid. The study identified of a strong dependence between the variables of i) level of user satisfaction, ii) problems identified in the system and iii) actions implemented by users to mitigate these shortcomings. (Conclusions): The experience resulting from this study of evaluating the water-delivery service in a community through the perception of its users complements the traditional service indicators and has a high potential to be replicated in other communities of Costa Rica and other countries of Latin America and the Caribbean.

Keywords : Aqueducts; drinking water service; human right to water; public policy; user satisfaction..

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