The Effect of Customer Satisfaction on Sustainable Cash Flow in Urban Water Supply and Sanitation Authorities; A Case Study of Arusha Urban Water Supply and Sanitation

Author(s):  
Gipson Raphael Ole Kinisa
Water Policy ◽  
2008 ◽  
Vol 10 (2) ◽  
pp. 119-129 ◽  
Author(s):  
Duncan Mara ◽  
Graham Alabaster

To achieve the Millennium Development Goals for urban water supply and sanitation ∼300,000 and ∼400,000 people will have to be provided with an adequate water supply and adequate sanitation, respectively, every day during 2001–2015. The provision of urban water supply and sanitation services for these numbers of people necessitates action not only on an unprecedented scale, but also in a radically new way as “more of the same” is unlikely to achieve these goals. A “new paradigm” is proposed for low-cost urban water supply and sanitation, as follows: water supply and sanitation provision in urban areas and large villages should be to groups of households, not to individual households. Groups of households would form (even be required to form, or pay more if they do not) water and sanitation cooperatives. There would be standpipe and yard-tap cooperatives served by community-managed sanitation blocks, on-site sanitation systems or condominial sewerage, depending on space availability and costs and, for non-poor households, in-house multiple-tap cooperatives served by condominial sewerage or, in low-density areas, by septic tanks with on-site effluent disposal. Very poor households (those unable to afford to form standpipe cooperatives) would be served by community-managed standpipes and sanitation blocks.


2017 ◽  
Vol 12 (4) ◽  
pp. 1009-1017 ◽  
Author(s):  
Kinfe Kassa ◽  
Melkie Chernet ◽  
Getahun Kelemework ◽  
Binyam Zewde ◽  
Adane Woldemedhin

Abstract Service quality and customer satisfaction are very important concepts that water enterprises must understand and measure from the customers' perspective to satisfy their needs. The main objectives of this research were to assess the level of customer satisfaction on urban water supply services of Southern Region, Ethiopia, and identify major determinants. Quantitative data were collected from 8,413 customers in seventeen towns, using a questionnaire based on the SERVQUAL model. Qualitative data were collected from customers via focus group discussion, and interviews were used with utility employees and officials. The results showed 47% of customers were satisfied with the water supply enterprise services, while 43% were dissatisfied for various reasons. The customer satisfaction score was below the acceptable level for all service quality dimensions, and understanding of customers, communication, and responsiveness were far below the benchmark. The correlation analysis revealed the existence of a monotonic, positive relationship between customers' total satisfaction and service quality dimensions. The proportional odds model indicated that total customer satisfaction was highly dependent on the nine service quality dimensions used in this research.


2015 ◽  
Author(s):  
Kavita Wankhade ◽  
Krishnachandran Balakrishnan ◽  
Vishnu M J

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