Assessment of customer satisfaction with the water supply system in low-income countries: A case of Adama City, Ethiopia

Abstract

In developing countries like Ethiopia, ensuring the sustainability of water supply systems is a significant challenge. To achieve the Sustainable Development Goal 6 of providing clean water to people worldwide, understanding customer perceptions and satisfaction is crucial. This study conducted questionnaire surveys and interviews with key stakeholders in Adama town to assess customer satisfaction and service quality dimensions. Of 435 participants, 275 (63.22%) were females and 160 (36.78%) were males. The analysis revealed that all dimensions of service quality significantly affected customer satisfaction at a 5% level of significance. Specifically, tangibility, responsiveness, and assurance had a highly significant effect on customer satisfaction (p = 0.001). However, reliability, tangibility, and responsiveness scored below 50% in the overall Customer Satisfaction Index, indicating customer dissatisfaction. On the other hand, assurance and empathy scored above or equal to 50%, suggesting satisfactory levels of customer satisfaction. The study highlighted the importance of addressing Adama's pressure and billing problems to improve the empathy dimension. Enhancing services in these areas would contribute to overall customer satisfaction. The findings of this study are valuable for appropriate municipal service planning and management, facilitating service enhancement and cost recovery efforts. HIGHLIGHTS The overall customer satisfaction index was 41% which implied that the customers were unsatisfied.; Tangibility, responsiveness, and assurance have a highly significant (p-values < 0.001) effect on customer satisfaction.; Female respondents (41%) were more satisfied than males (21%) with AWSSE's services provision.;

Keywords

• customer satisfaction index
• ethiopia
• models
• water supply services