| dc.description |
The aim of this study was to assess customers satisfaction with water and sewerage
services. The specific objectives of this study were to assess the measures implemented to
achieve customer satisfaction, to assess the extent the measures have lead to customer
satisfaction with DUWASA services as well as to assess, the challenges facing
implementation of customer satisfaction measures.
A case study and cross sectional research design were the methods employed. DUWASA
was the study area and 111 respondents participated in the study. Data were collected
through questionnaires, interviews and focus group discussions.
The study has found out that controlling quality of water and sewerage services, ensuring
billing accuracy, fair tariffs, customers services centre, toll free calls and 24 hours
emergency services, education and communication as well as demand management were
the measures implemented to achieve customer satisfaction. The contributions to
performance found out were: improvement in revenue collection, strengthening
willingness to pay, reporting sabotage, quick and full bill payments and strengthening
loyalty. Challenges found were:unsatisfactory sewerage services, unreliable water supply
and sewerage services, unfair tariffs, unsatisfactory billing and complaints handling,
insufficient production, water leakage, unreliable and high power tariffs, poor bill payment
and insufficient training.
It is recommended that an immediate DUWASA as well as government intervention is
needed to counter act low investment, poor bill payment by government institutions,
unreliable power and insufficient training and development programmes. This would
strengthen the capacity of water supply and sewerage services authorities in Tanzania |
|