The impact of Smart Water Management Systems (SWMS) on water distribution efficiency in urban areas: A case of Zanzibar Water Authority

Abstract

Urban areas in developing countries face persistent water-distribution challenges, primarily due to high non-revenue water (NRW), aging infrastructure, and population growth. The Zanzibar Water Authority (ZAWA) has introduced Smart Water Management Systems (SWMS) to improve efficiency and reduce losses. However, there is limited empirical evidence on how these systems influence water distribution performance and customer satisfaction. A descriptive quantitative research design was adopted, involving 107 respondents drawn from ZAWA staff and urban water users. Primary data were collected through questionnaires and analysed using descriptive and multiple regression techniques in SPSS 26 to assess the contribution of SWMS components—system integration, data accuracy, automation, maintenance, and user training—to the distribution efficiency and consumer satisfaction. Results revealed that SWMS significantly enhanced water-distribution efficiency and user satisfaction (R² = 0.79). Smart metering, automated pressure control, and real-time leak detection were the most influential factors (β = 0.692, p < 0.001). Additionally, user training and optimized automated controls exhibited positive and statistically significant effects on perceived reliability and service quality. The study concludes that strengthening SWMS features, improving automated response mechanisms, and enhancing user training can markedly increase customer satisfaction and operational efficiency in urban water distribution. Water utilities should prioritize continuous technological upgrades, predictive monitoring, and capacity building to achieve sustainable water management outcomes.