Factors affecting timely payments of water bills in Uganda: a case study of NWSC, Kasese Branch in Kasese municipality
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The major aim of this research project was to assess the factors affecting the timely payment of water bills in Uganda, NWSC Kasese branch as a case Data was collected using questionnaires from a sample of 70 customers of NWSC after which was tabulated and analysed using stata and Microsoft excel where tables were formulated and other descriptive statistics. Chi square analysis was used to obtain the relationship between the dependent variable and the different independent variables based on the tabulated chi square value. The study found that there was a statistically significant relationship between age and timely payment of water bills. 46.7% of customers were in the category of 21-40 years and 8.9% were less than 20 years. The study also found that there was a statistically significant relationship between the income levels and timely payment of water bills. More than half of the respondents (67.14)% were middle income earners, followed by Low income earners (32.85%). The study further indicated that is a significant relationship between customer satisfaction and the timely payment of water bills and that there is a significant relationship between occupation of customers and timely payment of water bills. The study recommends that emphasis by NWSC should also be placed on improving image of the utility in the minds of the customers and this can be achieved through give back to the community in terms of offering free consumption days in a year such that the customers can feel appreciated and recognized as stakeholders. In addition, rather than merely concentrating on customer satisfaction improvement, strategies also need to be adopted at the operational level such as improving monitoring and control mechanism and curtailing transaction time to give more room for clients to willingly pay their bills without pressure.