Bookcover of Service Quality, Customer Satisfaction and Paying for Water Services
Booktitle:

Service Quality, Customer Satisfaction and Paying for Water Services

Empirical Findings from Urban Centres of Low-income Countries

VDM Verlag Dr. Müller (2009-09-01 )

Books loader

Omni badge eligible for voucher
ISBN-13:

978-3-639-19266-7

ISBN-10:
3639192664
EAN:
9783639192667
Book language:
English
Blurb/Shorttext:
Previous research has shown that cost recovery is a prerequisite for sustainability of water services provision. The challenges for cost recovery are greater in urban areas of low-income countries where 88% of increase in global population is projected to be by 2015. Yet cost recovery in most urban water utilities in low income countries is low. In this study, a questionnaire was sent to 690 registered customers of an urban water utility in 11 towns of Uganda. Regression data analysis showed that customer perceptions of technical quality, functional quality, service value and corporate image strongly influence customer satisfaction. Service value and customer satisfaction in turn predict substantial variation in customer loyalty, which influences bill payment behaviour. Also, gender, education level, and occupation of the household head, with tenure status and household income significantly moderate the satisfaction/loyalty relationship. A major implication for water utility managers is that similar to other services, customer orientation improves willingness to pay for urban water services in low-income countries.
Publishing house:
VDM Verlag Dr. Müller
Website:
http://www.vdm-verlag.de
By (author) :
Sam Kayaga
Number of pages:
288
Published on:
2009-09-01
Stock:
Available
Category:
Management
Price:
79.00 €
Keywords:
Urban water services, low-income countries, service quality, corporate image, customer satisfaction, customer loyalty, bill payment behaviour, household characteristics., household characteristics.

Books loader

Newsletter

Adyen::diners Adyen::jcb Adyen::discover Adyen::amex Adyen::mc Adyen::visa Adyen::cup Adyen::unionpay Adyen::paypal Paypal CryptoWallet Wire Transfer

  0 products in the shopping cart
Edit cart
Loading frontend
LOADING