Assessment of barriers to customer satisfaction in urban water service delivery: A case study of Ubungo District, Dar es Salaam, Tanzania

Abstract

Despite sustained investments in Tanzania’s urban water sector, challenges persist in ensuring consistent and high-quality service delivery, particularly in densely populated areas like Ubungo District, Dar es Salaam. This study uses a mixedmethods approach to investigate the key factors inhibiting customer satisfaction with water services in the district. Data was collected from 380 respondents where by 239 Ubungo residents and 141 DAWASA staff members also 11,710 service complaints retrieved from DAWASA’s CRM system. Quantitative data were analyzed using SPSS through descriptive statistics, Pearson correlation, and multiple regression, while qualitative responses were assessed thematically by content analysis and researcher interpretations. Results indicate that responsiveness to customer complaints (β = 0.464) and water supply reliability (β = 0.344) significantly influence customer satisfaction. Assurance also plays a minor but notable role (β = 0.127). Spatial analysis revealed pronounced inequalities in service delivery, with peripheral areas experiencing prolonged complaint resolution times and greater dissatisfaction. Thematic analysis highlighted four primary barriers: inconsistent water supply, technical infrastructure failures, delayed complaint responses, and limited customer education. The findings underscore the urgent need for systemic reforms, including improved complaint handling, infrastructure upgrades, and community engagement strategies. The study contributes actionable insights to enhance urban water utility performance and support evidence-based policy development in Tanzania and similar urbanizing regions.