dc.contributor.author | Mukokoma, Maurice | |
dc.contributor.author | Ssemwogere, Edward Anselm | |
dc.date.accessioned | 2018-12-21T14:16:08Z | |
dc.date.available | 2018-12-21T14:16:08Z | |
dc.date.issued | 2012 | |
dc.identifier.issn | 2070-1748 · Vol.5 · Nov. 2012 · 99-119 | |
dc.identifier.issn | DOI: http://dx.doi.org/10.4314/jssd.v5i1.9 | |
dc.identifier.uri | http://hdl.handle.net/20.500.12280/1321 | |
dc.description.abstract | We used 30 decision making units (DMUs) of National Water and Sewerage
Corporation (NWSC) in Uganda and Dar es Salaam Water and Sewerage Corporation
[DAWASCO] in Tanzania to collect data from customers and workers/regulators of the two
utilities. We also collected secondary data on the performance of the utilities in 2010. We used this
data to calculate the Data Envelopment Analysis (DEA) for the DMUs. The results indicate high
adoption of customer orientation in NWCS’ DMUs (mean score = 86%) while in DAWASCO’s
DMUs the mean score is 44%. The results from DEA analysis show a mean efficiency score of 93%
for NWSC and 71% for DAWASCO. Also, the findings indicate a service quality gap of -1.98 for
NWSC and -2.81 for DAWASCO. We found that there is a positive correlation between customer
orientation and efficiency (0.58 [p<0.01]); a positive correlation between customer orientation and
customer satisfaction (0.36 [p>0.01]); and an inverse correlation between customer satisfaction and
efficiency (0.043% [p>0.01]). These results imply that increased adoption of customer orientation
reforms enhances technical efficiency albeit the resultant improvement in customer satisfaction is
statistically insignificant. | en_US |
dc.language.iso | en | en_US |
dc.publisher | African Journals Online | en_US |
dc.rights | Attribution-NonCommercial-NoDerivs 3.0 United States | * |
dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/us/ | * |
dc.subject | Data Envelopment Analysis (DEA) | en_US |
dc.subject | Customer orientation | en_US |
dc.subject | Service quality | en_US |
dc.title | Neglected Outcomes of Customer Orientation in Urban Public Water Utilities in Uganda and Tanzania | en_US |
dc.type | Article | en_US |