Consumer-Oriented Assessment of Sustainable and Resilient Urban Water Services Considering Satisfaction, Supply Interruptions, and the Needs of Vulnerable Users

Water utilities are increasingly expected to combine technical reliability with social inclusion, risk communication, and service continuity. This empirical paper reports a cross-sectional mixed-mode household survey conducted in Rzeszów, Poland, based on 384 complete questionnaire records. For a city of approximately 200,000 inhabitants, this sample size matched the conventional planning benchmark associated with a 95% confidence level and a 5% maximum error under simple-random-sampling assumptions; however, because recruitment was mixed-mode and non-probabilistic, the results are interpreted as evidence from the realized sample rather than as formally weighted population estimates. The questionnaire covered routine service evaluation, interruption experience, preparedness, communication preferences, vulnerability-related burden, and willingness to support reliability enhancement. The analytical workflow combined descriptive statistics, reliability analysis, Bartlett’s test of sphericity, the Kaiser–Meyer–Olkin measure, principal component analysis, Mann–Whitney U tests, Kruskal–Wallis tests, chi-square tests, Spearman correlation, binary logistic regression, correspondence analysis, and CHAID-type segmentation. The highest ratings were recorded for continuity of supply (mean = 4.18) and pressure stability (mean = 4.15), whereas price fairness received the lowest mean score (3.17). Interruptions were reported by 40.1% of respondents and were associated with lower overall satisfaction. Logistic regression showed that continuity rating (OR = 4.029) and water quality rating (OR = 2.305) increased the odds of high satisfaction, whereas longer interruptions reduced them (OR = 0.354). Additional analyses showed that interruptions lasting 12 h or more markedly increased the odds of high nuisance among affected households (OR = 5.914), while respondents aged 51 years or more had lower odds of declaring emergency-information awareness (OR = 0.468). Internal bootstrap validation indicated only mild optimism (optimism-corrected AUC = 0.825). The findings indicate that customer satisfaction in urban water services is shaped primarily by continuity, perceived water quality, and disruption burden, while communication and preparedness needs remain socially differentiated.