Skip to main content
main-content

Tipp

Weitere Artikel dieser Ausgabe durch Wischen aufrufen

17.04.2017 | Original Article | Ausgabe 4/2017

Sustainable Water Resources Management 4/2017

Urban water service quality assessment in Tanzanian towns of Songea and Mbeya

Zeitschrift:
Sustainable Water Resources Management > Ausgabe 4/2017
Autoren:
Mitthan Lal Kansal, Ivor Joseph Ndimbo, Surendra Kumar Chandaniha
Wichtige Hinweise

Electronic supplementary material

The online version of this article (doi:10.​1007/​s40899-017-0120-9) contains supplementary material, which is available to authorized users.

Abstract

In services, the customer satisfaction and quality of services hold the central place. Although the term ‘quality’ is widely used, but does not represent a clear scientific concept. In public utilities, the quality is conceptualized in terms of gap between the perception and the expectation of the customers and the service provider. Drinking water utilities are one of the most important services, where quality of services has not been paid due attention. Keeping this in mind, the present study attempts to assess the urban water utility service quality in the two towns of Tanzania, namely Songea and Mbeya. The study suggests a methodology to evaluate the customers satisfaction in terms of Customers Satisfaction Index (CSI). A popular SERVQUAL model used in services marketing is applied to these water utilities so as to assess the importance of perceptibility, reliability, responsibility, safety and empathy for the two water utilities. Thereafter, the service quality which is a gap between the perception and expectation is assessed in terms of these parameters and the associated attributes. It has been noticed that the CSI for Songea and Mbeya is of the order of 56.4 and 58.4%, respectively. From the Tanzanian perspective, it can be considered as ‘satisfactory,’ but can be improved by adopting various structural and non-structural measures such as creation of storages, customers awareness, resources management and participation in decision making.

Bitte loggen Sie sich ein, um Zugang zu diesem Inhalt zu erhalten

Sie möchten Zugang zu diesem Inhalt erhalten? Dann informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 69.000 Bücher
  • über 500 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Umwelt
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Testen Sie jetzt 30 Tage kostenlos.

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

  • über 50.000 Bücher
  • über 380 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Umwelt
  • Maschinenbau + Werkstoffe




Testen Sie jetzt 30 Tage kostenlos.

Zusatzmaterial
Nur für berechtigte Nutzer zugänglich
Literatur
Über diesen Artikel

Weitere Artikel der Ausgabe 4/2017

Sustainable Water Resources Management 4/2017 Zur Ausgabe