An Assessment Of Customer Satisfaction With Water And Sewerage Services: The Case Of Dodoma Urban Water Supply And Sewerage Authority

ABSTRACT

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 satisafction measures.

A case study and cross sectional research design were the methods employed. DUWASA

was the study area and 111 respondents participarted in the study. Data were collected

through questionnares, 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, strengtherning

willingness to pay, reporting sabotage, quick and full bill payments and strengtherning

loyality. 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 intervation is

needed to counter act low investment, poor bill payment by government institutions,

unrealiable power and insufficient training and development programmes. This would

strengthen the capacity of water supply and sewerage services authorities in Tanzania.