Water connection management and customer satisfaction under the decentralised system case study: National Water and Sewerage Corporation, Entebbe area

Abstract

These days, millions of people particularly in developing cities use unreliable water supplies of poor quality and usually distant from their homes (WHO & UNICEF 2000), but there is a growing optimism that public water utilities can improve customer satisfaction by applying water connection management principles. The purpose of this study was to investigate the relationship between water connection management and customer satisfaction in the decentralized system in NWSC-Entebbe Area. Its objectives were; to examine water connection management; to examine customer satisfaction and to investigate the relationship between water connection management and customer satisfaction in NWSC- Entebbe Area. Based on a detailed literature review, a frame of reference was developed based on the service quality model (Parasuraman et al 1985). Some water connection management dimensions were selected and tested in relation to customer satisfaction within Entebbe Municipality in order to investigate the relationship between water connection management and customer satisfaction. A quantitative research approach using cross sectional survey was used to get a better understanding of the issue. The target population was 585 with a desired sample size of 238 out of which data were gathered from 131 respondents by use questionnaires. Data presentation and analysis were done in accordance with the research questions. Finally in the last chapter, findings and conclusions were drawn by answering the research questions. The study revealed that water connection management correlates with customer satisfaction.