RECIPIENT PARTICIPATION ON QUALITY OF WATER SERVICE DELIVERY IN ZANZIBAR, CASE STUDY OF ZANZIBAR WATER AUTHORITY (ZAWA)

Abstract

Background:

This study aims to examine ZAWA efficiency in water service delivery in Zanzibar.

Methodology:

It used a cross-sectional study of how and to what extent the quality of service can be influenced by recipient participation in service provision. It used checklist questions and structured questionnaires to collect the required information from institutions and respondent households respectively these data were analyzed using an Excel computer program. 

Results:

From the study results majority (61%) of respondents, it was evident that ZAWA customers were mainly participating in service provision by paying their monthly water bills that help to sustain service provision with the majority of them receiving water as per their daily requirements. The majority of ZAWA customers were satisfied with the quantity of water as per their daily demand and therefore were more likely to willingly pay their monthly water bill.  In addition, a good proportion of customers had a good relationship with the service provider and therefore they can be categorized as loyal customers. 

Conclusion:

As regards the quality of water service offered by ZAWA as depicted by satisfaction with the quantity of water as per daily demand of the respective respondent households; it can be concluded that a high proportion of customers were receiving water from ZAWA to quantity that meet their daily demand.

Recommendation:

Thus, it is recommended that ZAWA conduct rigorous mass sensitization campaigns to get more people to understand the importance of paying their monthly water bills for the sustainability of water supply services in Zanzibar. However, this should go together with increasing service coverage and efficiency in water service delivery, good management of water resources, and supply networks.