ASSESSMENT OF CUSTOMERS' SATISFACTiON FOR WATER SUPPLY IN FEW CITIES OF TANZANIA

Abstract

Present research in this context, examines the customers' satisfactions and management of water in urban areas, assessing the performance of water supply in terms of customers' satisfaction levels. It has been said that the objective of any water supply scheme is to provide adequate and safe drinking water to the customers. Performance of services offered by the service provider of such scheme depends on the customers' needs, expectations and preferences. Satisfying the customers is challenging and complex phenomena. This study focuses on the customers' satisfaction and evaluation of the gaps between the perceived values and the expectations. A case study of two towns in Tanzania, namely Songea and Mbeya have been considered for evaluating the customers' satisfaction in the urban water supply sector. A Customers' Satisfaction Index (CSI) which gives the overall score of the satisfaction level has been suggested. The methodology involves the evaluation of questionnaires from customers, managers and others professionals by using modified SERVQUAL model. It has been noticed that the CSI for these cities was 56.4% and 58.4% for Songea and Mbeya respectively. From the Tanzanian perspective, it can be considered as 'satisfactory'. In addition, to avoid biases in the results, also another model of service quality was employed, namely Nordic model; this model evaluates the performance of water supply in terms of sustainability indexes of the pillars of development. The result for the two cities was 67% and 64% for Mbeya and Songea respectively, from Tanzania perspective, it can be considered as satisfactory and moderate. Further, data were collected from the provider's side and evaluation of its indicators done using various approaches. The averages of the performance calculated; for proper best performing utility the result should be above baseline threshold value, which is 50%, the average scores obtained was 72% and 77% for both Songea and Mbeya respectively. To improve the service quality for these authorities it has been suggested that various structural and non-structural measures to be taken, like the creation of modern water infrastructures, and adopting Household Water Treatment and Safe Storage (HWTS). Non- structural measures like customers' participation in decision making, employees' capacity building or workers' awareness and incentives to be encouraged