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ABSTRACT The main theme of this research is to assess the procedures used in handling customer complaints and their weaknesses in UWSAS (Urban Water and Sewerage Authorities) in the
xiv case of Shinyanga Urban Water Supply Authority. The researcher was motivated to conduct the study due to the behaviours of most UWSAS including Shinyanga Urban Water Supply Authority. They often ignore customer complaints which causes poor customer service. This research is important to the Authority so that management can improve its work performance through providing high quality service to customers. High quality service will lead to customer satisfaction, a good image of the authority and an increase in revenue. An increase in revenue will result in better pay to the employees and their work morale will improve. The population used in the study was all the personnel working with SHUWASA, its customers , its stakeholders. From this population a sample size of twenty five people was used. The researcher used both primary and secondary data. Both quantitative and qualitative data analysis were used. The researcher found that there were some weaknesses in dealing with customer complaints. The reasons for customer complaints were lack of enough facilities, high bills, delays in receiving bills, wrong meter readings, water meter theft, defective water meters, leakage, long queues, delay in new connection service and wrong disconnection. It was concluded by the researcher that dealing with customer complaints will result in better customer service and achievement of best performance. This target of improving services will be reached by ensuring that all UWSAS employees and management are involved fully in providing customer service instead of leaving this task to the designated customer relations staff alone. |
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