Browsing by Author "Lwitakubi, Kunugula Ignas"

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    An assessment of customer satisfaction with water and sewerage services: the case of Dodoma urban water supply and sewerage authority
    (The University of Dodoma, 2013) Lwitakubi, Kunugula Ignas
    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