Technical and managerial issues in Water sector
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Anthony Fredrick Luvulilo, Adam Omar Karia , Christopher Nditi
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31 December 2025
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Unpacking Barriers to Customer Satisfaction in Urban Water Service Delivery: A Case Study of Ubungo District, Dar es Salaam, Tanzania.
DOI:
https://doi.org/10.56542/w.jwempo.v2.i2.a14.2025
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Keywords:
Customer satisfaction, urban water services, responsiveness, reliability, spatial inequality, DAWASA.
Abstract
Despite sustained investments in Tanzania’s urban water sector, challenges persist in ensuring consistent and high-quality service delivery, particularly in densely populated areas like Ubungo District, Dar es Salaam. This study uses a mixed-methods approach to investigate the key factors inhibiting customer satisfaction with water services in the district. Data were collected from 239 customers and 11,710 service complaints retrieved from DAWASA’s CRM system. Quantitative data were analyzed using SPSS through descriptive statistics, Pearson correlation, and multiple regression, while qualitative responses were assessed thematically.
Results indicate that responsiveness to customer complaints (? = 0.464) and water supply reliability (? = 0.344) significantly influence customer satisfaction. Assurance also plays a minor but notable role (? = 0.127). Spatial analysis revealed pronounced inequalities in service delivery, with peripheral areas experiencing prolonged complaint resolution times and greater dissatisfaction. Thematic analysis highlighted four primary barriers: inconsistent water supply, technical infrastructure failures, delayed complaint responses, and limited customer education.
The findings underscore the urgent need for systemic reforms, including improved complaint handling, infrastructure upgrades, and community engagement strategies. The study contributes actionable insights to enhance urban water utility performance and support evidence-based policy development in Tanzania and similar urbanizing regions.
