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Customer-oriented reforms in urban public water supply in Uganda (1998-2008)

Wanyakala, Tom Alfred (2011)
Ph.D. thesis, University of Birmingham.

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Customer orientated reforms have been widely adopted for improving service delivery. However, the introduction of these reforms in the public sector is still little understood; and the literature is pessimistic regarding their application in the public sector in developing countries. To further understand the relevance of customer orientated reforms in developing countries, this study assessed their performance when implemented by the National Water and Sewerage Corporation (NWSC), which is in charge of urban water supply in Uganda. Using multiple data sources, including household user surveys and interviews, the study posed the questions: Has the NWSC become more customer-oriented as a result of reforms? If so, what are the consequences for user satisfaction and loyalty? The study finds first that customer oriented reforms in the NWSC were introduced by a committed leadership which reduced resistance to change and coordinated key stakeholder involvement. Second, it finds that the reforms contributed to improved water accessibility, affordability and customer care. Third, it finds that increased provider responsiveness to complaints correlates with increased customer satisfaction and loyalty. Since the study focused on users with home water connections, further research is needed to assess how similar the results would be for poorer non-connected users and commercial and institutional users.

Type of Work:Ph.D. thesis.
Supervisor(s):Hubbard, Michael
School/Faculty:Colleges (2008 onwards) > College of Social Sciences
Department:School of Government and Society. International Development Department
Subjects:H Social Sciences (General)
HV Social pathology. Social and public welfare
Institution:University of Birmingham
ID Code:1573
This unpublished thesis/dissertation is copyright of the author and/or third parties. The intellectual property rights of the author or third parties in respect of this work are as defined by The Copyright Designs and Patents Act 1988 or as modified by any successor legislation. Any use made of information contained in this thesis/dissertation must be in accordance with that legislation and must be properly acknowledged. Further distribution or reproduction in any format is prohibited without the permission of the copyright holder.
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