EFFECTS OF WATER SERVICE QUALITY OF GHANA WATER COMPANY LIMITED ON CUSTOMER SATISFACTION IN THE WA TOWNSHIP

Abstract

The Ghana Water Company (GWCL), until 2017 had relied on mechanized boreholes with daily production of 1,400m3 against a demand of 6,432m3 for people in the Wa township resulting in huge water supply deficit. The Wa township currently relies on a 15,500m3 capacity Jambuse Water Treatment Plant for water supply. This study sought to assess the effects of water service quality of GWCL on customer satisfaction in the Wa township with the introduction of this new plant. The specifics included the nature of water delivery systems, assessment of the effectiveness of roles of stakeholders, examine the service quality delivery of GWCL and the effect of the service quality delivery on customer satisfaction and willingness to pay. The study adopted a cross sectional design coupled with a mixed-method approach. Questionnaires, interviews and observation guides were the main instruments used in collecting data for the study. Binary logistic regression was used to determine the significance levels of some variables in relation to willingness to pay for water. The study revealed that most customers depend on private domestic connections followed by public stand pipes and mobile tanker services. The survey also revealed that the major stakeholders in ensuring water service quality in the Wa township include the Public Utility Regulatory Commission, Environmental Protection Agency, Water Resource Commission, Ministry of Sanitation and Water Resources and Ghana Water Company Limited who play different roles. The survey further revealed that the service of GWCL in respect to reliability of water supply, water quality, the tangibility of equipment and facilities being used, the empathy demonstrated in complaints management and the responsiveness of GWCL staff in attending to problems reported to them were generally good. It was revealed that the Jambuse Water Treatment Plant has led to a marginal expansion of the distribution network which has increased the accessibility and utilization of water. It was also revealed in the survey that customers were generally satisfied with the tariff regime of the company and are willing to pay for improved services. The study concludes that the Jambuse Water Treatment Plant has led to reliability and expansion of service to customers which has led to satisfaction of the quality of services rendered. It is recommended that GWCL should expand their distribution networks to reach majority of people in the Wa township.