A Dissertation Submitted to the School of Business Administration for the Partial
Fulfillment of Master Degree in Business Administration (Corporate Management)
At Mzumbe University
Water use needs to recognize the importance of the environment per se and its role in
generating future economic output and services. Water insignificantly a valuable
resource critical to sustainable economic, social and for environment protection.
Regardless of such vital roles played by water in every field yet in Tanzania the
overall access to water supply stands at 56.2% in the main land and 79.5% in Zanzibar
furthermore the access to improved water in urban areas in Tanzania mainland is 80%
and 47.9% in the rural areas. The main objective of this study therefore is to assess
customer‟s accessibility and satisfaction on quality of water services provided by
Magugu water supply (MAWASA ) in Babati district, Manyara region.
This study employed descriptive cross sectional design as it allows the researcher to
use various data collection methods‟ purposive , convenience and stratified sampling
technique was used because it suits the purpose of the study which mainly focuses on
the particular entity. Through this approach the researcher was able to collect reliable
information with higher convenience from the key responsible individuals. Both
primary and secondary data collection method were used; the researcher involved
Questioner, Interview and observation method in Primary data and use of various
documents books, articles and Internet sources as Secondary data. The sample size of
the study was 151 respondents was extracted from population of 5920 using stratified,
convenience and purposive sampling technique
The findings of this study shows that 66% of the customers have access to water
services in magugu area and that 56% of the customers reported that they are satisfied
with the quality of the water services they receives from MAWASA respectively. The
study also meaningfully reflected the significance of using vibrant planning
documents for instance the findings showed the organization through sharing its
planning documents with stakeholders managed to secure 60% of its budget from the
stakeholders and the remaining covered by the government department of water.
However the findings of the study also reflected that the organization is in short of
skilled personnel in most of its departments and incomplete infrastructures for water
treatments plants, filtration systems and billing systems, situations which affects its
performance and trust to the customers. Conclusively MAWASA services to its
customers are highly valued by the users as the services have currently bridged the
long gap experienced by the community. The organization needs to act swiftly on the
exposed gaps in terms of the quality of the human resources and the infrastructures as
well as application of current technologies to improve accessibility and satisfaction of
their customers significantly. The researcher recommends that more study should be
conducted on National Water Management Policy and External and internal factors in
water management