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The study assessed factors contributing to consumers bill default on utility services using DAWASCO as a case study. Specifically, the study assessed the behaviour of customers on water bill payment, payment system, and family income and size.
The study used a quantitative research approach employing a case study design targeting DAWASCO key personnel and customers as the center of the research. Sixty nine (69) respondents were reached. These were sampled through purposive and stratified sampling techniques. Data were collected through key informant interview and questionnaires and after that analyzed using statistical packages for social science (SPSS) version 23.
Findings from the study revealed that Dawasco's customers delay in bills payment, refusal to accept their bills and their perceptions of free water use as their right were the significant issues that needed to be addressed. It was further revealed that most customers, preferred mobile payments from other modes of cash used by DAWASCO. Also, the majority of customers’ bills ranged between TZS 31,000 and 40,000 per month, while their average monthly income ranged between TZS 201,000 and 300,000 resulting to more budget allocated for water bills compared to other expenses in their life. The study concludes that there are weaknesses regarding the consumers’ bill default on utility services.
The study recommends that DAWASCO should work collaboratively with customers through establishing programs such as meter-reading campaigns to reduce unnecessary complaints. Also, DAWASCO should consider using prepaid meters to allow customers to pay for the service before using, that will reduce default on utility’s revenue collection hence improved service delivery to customers. Finally, the study recommends that further studies should be undertaken on either same topic to this study but using various methodologies and research tools to replicate findings that can be generalized in Dar es Salaam and coastal region. |
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