Residential Customers Satisfaction with Public Water Provision in Ojota, Nigeria

Abstract

Customer satisfaction is a good measure of the quality of service rendered by an enterprise. Hence, this study analyzed the perception of residential customers’ satisfaction with public water provision in Ojota. The analyses was based on customers’ perception of ten selected satisfaction drivers, which were obtained by the administration of a set of structured questionnaire, administered to 400 households, using the systematic sampling technique. The data was analyzed using percentages and a customer satisfaction index (CSI) model. The calculated CSI was 2.54 points on a 5 point scale, which means that public water provision in Ojota is perceive as fairly satisfactory by the residential customers. In addition, only 12.21% of the customers are willing to pay for water, based on their overall perception of the services of the Lagos Water Corporation (LWC). This shows that the service of the LWC to its customers is inadequate. It is therefore recommended that the LWC should undertake a general overhaul of its operations and improve on customer services, which may improve customers’ willingness to pay for water provision and help the utility to improve on cost recovery and sustain adequate services to its customers.

Assessment of Customer’s Satisfaction onWater Supply Service Deliveryin Bahir Dar City, Ethiopia

“…Customers' willingness to pay water rates was determined based on their overall perception of satisfaction with the services offered. The result of Figure 5 revealed that (19.37%), (31.05%) and (33.90%) respondents were not willing, poorly willing and fairly willing, respectively; while only (10.83%) and (4.84%) respondents were willing and very willing to pay respectively and this finding is similar with [14]. The result from the interview also indicates that customers were willing to pay more if there is a significant improvement in its overall customer services, particularly on the three least rated satisfaction drivers continuous water supply, water pressure and scheduling of water service.…”

“…Customer satisfaction measurement enables an organization to undertake proper evaluation and identify the key drivers that enhance its customer satisfaction [14] and it is defined as the fulfillment and gratification of the need for a stated good or service [12]. The study of customer satisfaction has prime importance to encourage the performance of organizations that provide essential services such as water supply.…”

Influence of Service Levels and COVID-19 on Water Supply Inequalities of Community-Managed Service Providers in Nepal

“…It is essential for any water entities, whether public, private or community-managed, to understand that the public's general perception of water is that it is a social good [8]. Customer satisfaction plays a significant role in maintaining balance between customers' demand and utility performance [9,10]. Furthermore, it is necessary to understand how well a utility is performing to identify and prioritize the areas for improvement [11,12].…”

Proposed Privatization of Water Service Delivery in Lagos: Reviewing the Evidence of Water Utilities Privatization

“…This situation has even worsened as there have not been any appreciable expansion of services since 2008 in spite of the rapid rate of population growth and urban expansion of Lagos. Also, a study by Ohwo and Agusomu (2018) on residential customers satisfaction with public water provision in Ojota (a settlement in Lagos) shows that public water provision in Ojota was perceived as fairly satisfactory, and only 12.21% of the customers were willing to pay for water, based on their overall rating of the services provided by the LWC. This unwillingness to pay for water could lead to poor cost recovery and further increase the woes of the corporation.…”

“…The Lagos Water Corporation (LWC) supply less than 40% of the households' in the state with potable water. Those that are being supplied are fairly satisfied with the Corporation's services, due to poor customer relations, quality and quantity of water supplied, intermittent supply and many days of no supply (Ohwo & Agusomu, 2018). The inability of the LWC to meet the water needs of the citizens has prompted the State Government to propose the privatization of the Corporation, with the belief that it will enhance its operations, increase funding and meet the water needs of the people.…”