Assessment of the level of customer satisfaction with the water supply services in Uganda

Abstract

This research was aimed at assessing the level of customer satisfaction from the water supply services in Uganda using Kabale town as the case study. The data used in the study was collected from a sample size of 384 customers using a close-ended questionnaire. Data was analyzed using SPSS at different levels including univariate and bivariate analysis. Univariate analysis involved presentation and interpretation of results using frequencies and percentages. Bivariate data analysis helped to establish whether there was a relationship between the dependent and each of the independent variables using the Chi-square test. The study revealed that there is a significant relationship between reliability of water supply and customer satisfaction. The study found out that an improvement in reliability of water supply results in an increase in the levels of customer satisfaction. Accuracy of monthly water bills has a significant effect on customer satisfaction. The study also revealed that there is no significant relationship between the two variables (Chi-Square value = 18.351, p = 0.055>0.005). The study also indicated that the monthly income of individuals greatly influences their level of satisfaction with water supply in Kabale town. Concerning the findings of the study, it was recommended that emphasis be placed on improving image of the water service providers in the minds of the customers and that it is necessary to identify customers’ needs and expectations of service quality and incorporate these expectations into water service delivery process so as to improve customer satisfaction. The study suggested that further research be conducted to assess the different mechanisms that can be applied by different service providers to increase customer satisfaction