An assessment of service quality and customer satisfaction at eThekwini Municipality: Water and Sanitation Unit.

Abstract

The purpose of this study is to assess service quality and customer satisfaction and the performance on service quality dimension by eThekwini Municipality: Water and Sanitation Unit. The research topic was influence by the fact that the eThekwini Municipality: Water and Sanitation (“the Unit”) Walk-In Centres are inundated with customers who require service because of different reasons from high water bills, new applications, water service cuts because of burst pipes or similar services. The research adopted a quantitative research approach, using a structured questionnaire survey to collect data. The researcher collected data from four out of the eight walk-in centres and two hundred and eleven respondents were surveyed. The focus of the study was to assess service quality and customer satisfaction at the four walk-in centres selected for the study. The study also focused on identifying the service quality determinants/dimensions that the Unit is excelling on, and which ones would need improvement. It was also imperative to assess the effects of service quality on customers’ satisfaction and finally examine the effectiveness of communication on water savings strategies. The researcher and her assistant collected the data and then the researcher dedicated a full day to each of the four centres whereby she started collecting data from the time the office opened until it closed doors. The results of the data collected was analysed using SPSS statistical tool. The results indicated that with most customers the service was meeting their expectations as in each of the five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) more than 50% of the respondents agreed that they were satisfied with the quality of service they were receiving from the Unit. The unit management would be advised to attend to a few areas of service quality dimensions that are outlined in the research. The study has highlighted the contributing factors to the long queues at the walk-in centres being the printing of statement of accounts. The study has also highlighted the walk-in centre that has received the lowest service quality and the customer’s satisfaction score. Overall ratings for service quality and customer satisfaction have been presented and recommendations made to the municipality to maintain good ratings.