Malaysia's high level of non-revenue water (NRW) has reduced the ability of the water service providers to accommodate increasing water demands and caused immense financial stress for their water-related infrastructure investment as well as operating expenditures. The main purpose of this work was to examine consumer behaviour towards NRW reduction based on an extended model that integrated the constructs of the theory of planned behaviour, environmental knowledge, environmental concern and the mediator of service performance. The proposed model was examined using a self-structured questionnaire and face-to-face interviews with a targeted sample of 400 citizens currently living in the state of Selangor, Malaysia, with the method of quota sampling. The research findings identified that the factors of attitude, subjective norm, perceived behavioural control and environmental knowledge had significant influences on NRW reduction intention. In addition, it was found that the construct of service performance had a partial mediation effect in the relationship between perceived behavioural control and behavioural intention towards NRW reduction. The findings of this study could assist water-related stakeholders to develop contemporary and effective NRW reduction strategies.

中文翻译：

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了解雪兰莪州公共非收入节水意向的决定因素

马来西亚的高水平无收益水（NRW）降低了供水服务提供商满足日益增长的用水需求的能力，并对其与水相关的基础设施投资和运营支出造成了巨大的财务压力。这项工作的主要目的是基于一个扩展模型来研究消费者对减少 NRW 的行为，该模型整合了计划行为理论、环境知识、环境关注和服务绩效中介的结构。所提出的模型使用自编问卷和面对面访谈，以目前居住在马来西亚雪兰莪州的 400 名公民为目标样本，采用配额抽样方法进行了检验。研究结果确定了态度、主观规范、感知行为控制和环境知识对NRW减少意愿有显着影响。此外，发现服务绩效的建构在感知行为控制与减少NRW的行为意图之间具有部分中介作用。这项研究的结果可以帮助与水有关的利益相关者制定当代有效的 NRW 减少战略。