Assessment of Complaint Handling Practices and Factors Affecting Customer Satisfaction with Water Service Quality in Ubungo District

Abstract

Urban water utilities in rapidly growing cities face increasing pressure to provide reliable services while maintaining effective customer engagement. This study assessed complaint handling practices and identified factors affecting customer satisfaction with water service quality in Ubungo District, Dar es Salaam, Tanzania. A mixed-methods approach was adopted, integrating quantitative and qualitative data from multiple sources. Primary data were collected through structured questionnaires administered to 239 DAWASA customers and 141 staff, while secondary data comprised 11,710 complaint records extracted from the DAWASA Customer Relationship Management (CRM) system for the period April 2024 to March 2025. Water quality testing was also conducted at 20 sampling points during wet and dry seasons to verify technical service consistency. Quantitative data were analyzed using descriptive statistics, cross-tabulation, correlation, and multiple regression, while qualitative responses were examined using thematic analysis. Spatial analysis was performed to identify geographic disparities in complaints, response time, and satisfaction. Results showed that 46.9% of customers had lodged complaints in the previous year, but only 32.1% were satisfied with the responses they received. CRM data indicated that although 57.8% of complaints were addressed within one week, 33.98% experienced prolonged response times of 6–55 days. Multiple regression analysis revealed that responsiveness was the strongest predictor of customer satisfaction (β = 0.464), followed by service reliability (β = 0.344) and water quality (β = 0.127). Overall satisfaction levels were low, with only 29.3% of customers reporting satisfaction compared to 39.3% who were dissatisfied. Qualitative findings highlighted delayed response, poor follow-up, communication gaps, aging infrastructure, and limited operational resources as major sources of dissatisfaction. Spatial analysis further revealed significant inequalities, with peripheral areas experiencing longer response times and lower satisfaction levels. Water quality parameters met national standards, indicating that customer dissatisfaction was driven more by service reliability and institutional responsiveness than by water safety. The findings demonstrate that improving complaint response efficiency, decentralizing technical teams, strengthening communication systems, and prioritizing infrastructure upgrades in high-burden areas are critical for enhancing customer satisfaction. The study provides evidence to support customer-centered management and operational reforms for urban water utilities and contributes to efforts toward achieving equitable and sustainable water services aligned with Sustainable Development Goal 6.

Keywords: Complaint Handling Practices, Customer Satisfaction

DOI: 10.7176/JRDM/97-05

Publication date: June 30^th 2026