Customer Satisfaction on Services Delivery by Water Supply and Sanitation Authorities: A Case Study of Geita Urban Water Supply and Sanitation Authority.

Remtula, Ashirafu Naftali (2023) Customer Satisfaction on Services Delivery by Water Supply and Sanitation Authorities: A Case Study of Geita Urban Water Supply and Sanitation Authority. Masters thesis, The Open University of Tanzania.

PDF - Submitted Version Available under License Creative Commons Attribution. Download (582kB)

Abstract

This study assessed customer satisfaction on service delivery by Water Supply and Sanitation Authorities: using the case of Geita Urban Water Supply and Sanitation Authority. The study employed non-probability sampling where purposive and convenient sampling techniques were used to obtain the respondents from the total population. Using simple random sampling of 75 respondents were selected. Data were collected using structured questionnaires and interview questions and were analysed using descriptive analysis methods where findings were presented in frequency tables. The findings revealed that there is a relationship between water supply and better customer service and about 75% of the respondents strongly agreed that procurement has a significant contribution in offering better customer services. Service quality results indicated negative gap scores for all service quality dimensions; reliability, responsiveness, tangibles, assurance and empathy meaning that GEUWASA is failing to meet customer expectations in all water supply service areas. From the findings the researcher recommends that for an organization to be in a position of achieving better customer service, it should make sure there is a close management. Proper inventory tracking system should be used; while 20.0% of all the respondents claimed that early needs identification can solve the problem. Keywords: Service Quality, Customer Service Delivery, Customer Satisfaction, Service Delivery.

Actions (login required)

View Item