An Assessment Of The Urban Water Service
Delivery Quality Gap In Uganda And Tanzania:
Taping The Customer’s Voice In Water Service
Delivery
Author(s)
M. M. N. Mukokoma & M. P. Van Dijk
Abstract
The current reforms in the water sector in the Sub Saharan Africa have put the
customer at the centre stage for sustainable water service delivery. However,
few studies have been conducted to assess the gap between customer’s
expectations and his/her perception of the actual water service delivered, yet this
knowledge is important to support prioritization in developing water service
delivery improvement.
Using the SERVQUAL model, we sampled 527 customers of National Water
and Sewerage Corporation [NWSC] and Dar Es Salaam Water and Sewerage
Corporation [DAWASCO] to assess the service quality delivery gaps. The
results indicate a gap of -1.98 for NWSC and -2.81 for DAWASCO on a seven
point scale. We also found out that the service quality dimensions of reliability
and responsiveness as very important to customers, yet it is on these dimensions
that both utilities have the biggest service quality gaps of -2.73 for NWSC and -
3.80 for DAWASCO. The results imply that water utilities in Uganda and
Tanzania should continue improving the quality of water service delivery by
concentrating more on reliability and responsiveness of water service delivery.
Keywords: water service quality, water reforms, customer satisfaction, NWSC,
DAWASCO, SERVQUAL.
Keywords
water service quality, water reforms, customer satisfaction, NWSC,
DAWASCO, SERVQUAL
Related Book
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