WIT Press

An Assessment Of The Urban Water Service Delivery Quality Gap In Uganda And Tanzania: Taping The Customer’s Voice In Water Service Delivery


Free (open access)

Paper DOI






Page Range

349 - 359




384 kb


M. M. N. Mukokoma & M. P. Van Dijk


The current reforms in the water sector in the Sub Saharan Africa have put the customer at the centre stage for sustainable water service delivery. However, few studies have been conducted to assess the gap between customer’s expectations and his/her perception of the actual water service delivered, yet this knowledge is important to support prioritization in developing water service delivery improvement. Using the SERVQUAL model, we sampled 527 customers of National Water and Sewerage Corporation [NWSC] and Dar Es Salaam Water and Sewerage Corporation [DAWASCO] to assess the service quality delivery gaps. The results indicate a gap of -1.98 for NWSC and -2.81 for DAWASCO on a seven point scale. We also found out that the service quality dimensions of reliability and responsiveness as very important to customers, yet it is on these dimensions that both utilities have the biggest service quality gaps of -2.73 for NWSC and - 3.80 for DAWASCO. The results imply that water utilities in Uganda and Tanzania should continue improving the quality of water service delivery by concentrating more on reliability and responsiveness of water service delivery. Keywords: water service quality, water reforms, customer satisfaction, NWSC, DAWASCO, SERVQUAL.


water service quality, water reforms, customer satisfaction, NWSC, DAWASCO, SERVQUAL