The Effect of Quality Water Supply on Customer Satisfaction in Tanzania

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.