Factors Affecting Lindi Urban Water Supply and Sanitation Authority (LUWASA) to Provide Quality Water Services to Its Customers
Abstract
Access to clean and safe water remains a critical challenge in both urban and rural Tanzania.. The study therefore examined the key factors affecting LUWASA’s capacity to provide quality water services and how these factors influence customer satisfaction. This research was guided by Allocative Efficiency Theory and a Resource- Based View (RBV) Theory. A case study approach was employed, utilising a mixed- methods design that integrated both quantitative and qualitative techniques. Data were collected from LUWASA staff and community representatives across eight wards within Lindi Municipality. The sample consisted of 70 respondents, was selected through purposive sampling techniques. Data collection instruments included questionnaires, interviews, and documentary reviews, with analysis performed via regression and content analysis. The results indicated that all four independent variables- water resource availability, water management practices, customer awareness, and infrastructure and technology- exerted statistically significant effects on customer satisfaction. The regression analysis (F = 0. 79, p = 0. 0.000) demonstrated the model’s robust predictive capacity. Infrastructure and technology (β = 0. 345) and water resource availability (β = 0. 332) exhibited the most substantial impacts, whereas customer awareness (β = 0. 136) and service management (β = 0. 295) also markedly contributed. This underscores that comprehensive improvements drive customer satisfaction with LUWASA' s water services. A study concludes that LUWASA’s service delivery performance and customer satisfaction are contingent upon the integrated effectiveness of resource management, infrastructure development, communication strategies, and technological investments. It is recommended to enhance infrastructure, diversify water sources, improve public communication, and invest in service quality to attain sustainable and customer- centred water provision in Lindi.