Customers’ Satisfaction of Municipal Water Supply in Jos-Metropolis, Plateau State Nigeria

Onoja Sunday
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Onoja Sunday: National Centre for Remote Sensing, Jos, Nigeria

International Journal of Research and Innovation in Social Science, 2023, vol. 7, issue 2, 628-643

Abstract: Customer satisfaction may be summed up as the feeling of pleasure that customers have after using or engaging with a company’s product or service. For water as product must be of good quality, sufficient quantity and fair pricing to customers to feel satisfied. This study examines customers’ satisfaction of Municipal water supply in Jos-Metropolis of Plateau State, Nigeria. A mixed research method was applied on the unpredictable customers behaviour towards water supply from PWSC in 7 randomly selected districts of Yelwa, Rahol-Kanang, Nassarawa, Kufang, Federal Lowcost and Utan using purposive sampling and a structured questionnaire was administered on 372 respondents while interviews and FGD was also conducted to complement data collected. The data was analyzed using percentages and regression analysis of SPSS 23.0 application. The findings revealed customers’ satisfaction is reliant on the distribution of sufficient quantity and good quality water for sustainable health. Despite a major affirmation to the quantity and quality of water supplied. Customers, yet attested to coloured, tasteful and particle filled the water supplied from PWSC and demonstrated non-satisfaction to the quality, quantity and price of water supply. This was supported by the regression analysis result showing insignificance on the variables tested at 0.05 significant levels. However, recommendations were made to model PWSC water distribution strategies to meet the global standard for efficient water distribution and among others.

Date: 2023
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