Service Quality, Customer Satisfaction and Paying for Water Services

Name: Service Quality, Customer Satisfaction and Paying for Water Services
Brand: VDM Verlag
SKU: 9783639192667
Price: 28239 HUF
Availability: InStock

Empirical Findings from Urban Centres of Low-income Countries

Szerző: Sam Kayaga

Nyelv:

Kötés: Puha kötésű

Kiadó: VDM Verlag

Elérhetőség: Kiadói készleten rendelésre

Küldés 17-27 napon belül

28 239 Ft

Previous research has shown that cost recovery is a prerequisite for sustainability of water service...

Információk a könyvről

Szerző

Sam Kayaga

Nyelv

Angol

Kötés

Könyv - Puha kötésű

Kiadva

2009

oldal

288

EAN

9783639192667

ISBN

3639192664

Enbook ID

06827364

Kiadó

VDM Verlag

Súly

426

Méretek

152 x 229 x 17

Teljes leírás

Previous research has shown that cost recovery is a prerequisite for sustainability of water services provision. The challenges for cost recovery are greater in urban areas of low-income countries where 88% of increase in global population is projected to be by 2015. Yet cost recovery in most urban water utilities in low income countries is low. In this study, a questionnaire was sent to 690 registered customers of an urban water utility in 11 towns of Uganda. Regression data analysis showed that customer perceptions of technical quality, functional quality, service value and corporate image strongly influence customer satisfaction. Service value and customer satisfaction in turn predict substantial variation in customer loyalty, which influences bill payment behaviour. Also, gender, education level, and occupation of the household head, with tenure status and household income significantly moderate the satisfaction/loyalty relationship. A major implication for water utility managers is that similar to other services, customer orientation improves willingness to pay for urban water services in low-income countries.

Érdekelheti

Azok a vásárlók, akik ezt a könyvet megvásárolták, a következőket is megvásárolták

Leggyakrabban keresett

Categories

Authors

Publishers

Termékek

Termékek

Leggyakrabban keresett

Categories

Authors

Publishers

Termékek

Termékek

Service Quality, Customer Satisfaction and Paying for Water Services

Empirical Findings from Urban Centres of Low-income Countries

Információk a könyvről

Teljes leírás

Érdekelheti

Azok a vásárlók, akik ezt a könyvet megvásárolták, a következőket is megvásárolták