K-water(Korea Water Resources Corporation) faces a trend of changing paradigm in water management, such as the change of the competent department from the Ministry of Land, Infrastructure and Transport to the Ministry of Environment, as the legislation related to ;;unification of water management;; such as the government organizing law and the water management basic law passed through the National Assembly in 2018. In addition, the public is demanding sustainable water management, such as emphasizing the improvement of the water environment. Accordingly, K-water should reflect the government;;s unification policy of water management and various needs of the people;;s water, so that the water management direction should be shifted from the supplier center to the consumer center and the water management should be performed from an integrated point of view including water quantity and quality. In terms of public interest and profitability, K-water believes that it is essential to understand the impact of waterworks service quality on organizational performance in order to establish a status as a truly trusted public enterprise from the people, and for its sustainable development. The purpose of this study was to identify service quality factors reflecting the characteristics of the wide-area waterworks and to analyze the relationship between waterworks service quality perception and organizational performance such as customer satisfaction(effectiveness index) and sales improvement(efficiency index). For this purpose, based on the theoretical background of previous studies, I derived a research model based on the PCSI(Public service Customer Satisfaction Index) model and set up a research hypothesis. To test this, I did basic statistical analysis, correlation analysis and panel data analysis by using the PCSI results and wide-area waterworks sales data. The empirical results of this study are summarized as follows. First, ;;service product quality’, ;;service delivery quality’, and ;;service environment quality’, which are the detailed factors of waterworks service quality, have a significantly positive impact on customer satisfaction. When comparing the size of the influence of waterworks service quality on customer satisfaction, the order of service delivery quality, service environment quality and service product quality was shown. This result is consistent with the previous research results that service quality is a leading variable of customer satisfaction. In particular, it can be confirmed that the relationship between service quality improvement and customer satisfaction enhancement revealed in previous studies related to service quality in the public sector is highly correlated. Additionally, it is found that each dimension of waterworks service quality has no significant effect on sales of wide-area waterworks,which is not consistent with previous research results. It is analyzed that this is due to the characteristics of the wide-area waterworks system which carries out exclusive business according to related laws and regulations. In this study, I could not derive empirical results that service quality improvement can increase sales. However, when we look at the relationship between service quality and customer satisfaction, it is necessary to continue the efforts to improve service quality such as customer-centered service items development for the happiness of the public.
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