Abstract:
This study explores the effect of quality water supply on customer satisfaction in
Tanzania, with a focus on the Bukombe District in the Geita Region. Specifically, the
study examines water quality, infrastructure, and service levels as factors influencing
satisfaction. Employing a quantitative approach under a cross-sectional research design,
the study surveyed 82 respondents selected through non-probability purposive sampling.
Data were collected using closed-ended questionnaires and secondary sources, and Stata
version 15 was used for analysis. The Ordinary Least Squares (OLS) regression model
generated coefficients to assess the impact of each variable. The results indicate that water
quality has a strong positive significant influence on customer satisfaction, while service
level also contributes positively to satisfaction. Conversely, water supply infrastructure
negatively affects customer satisfaction, emphasizing the importance of addressing
structural issues. The study concludes that customer satisfaction is highest when water
quality is high and service is reliable, though aging or inadequate infrastructure detracts
from perceived service quality. Improvements in water quality, infrastructure, and service
reliability are critical for enhancing customer satisfaction, public health, and economic
stability in Bukombe. However, challenges such as aging infrastructure, pollution, and
inconsistent water distribution require ongoing investment and attention. The study
recommends continuous investment in infrastructure upgrades, routine quality
monitoring, community education, and customer service enhancements. Regular
monitoring ensures water meets health and safety standards, while transparency in
reporting builds customer trust. Encouraging community involvement in local water
management fosters ownership and responsibility. This study is limited to Bukombe
District Council; further research is needed across other districts in Tanzania to determine
if similar relationships exist.
