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 Service Quality, Customer Satisfaction and Paying for Water Services. Empirical Findings from Urban Centres of Low-income Countries
Наименование:

Service Quality, Customer Satisfaction and Paying for Water Services. Empirical Findings from Urban Centres of Low-income Countries

автор Sam K. издательство Книга по Требованию Искусство управления в организации
Cтраниц 288        мягкая обложка       
Аннотация:Previous research has shown that cost recovery is a prerequisite for sustainability of water services provision. Also, gender, education level, and occupation of the household head, with tenure status and household income significantly moderate the satisfaction/loyalty relationship. Service value and customer satisfaction in turn predict substantial variation in customer loyalty, which influences bill payment behaviour. 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. In this study, a questionnaire was sent to 690 registered customers of an urban water utility in 11 towns of Uganda. 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. Regression data analysis showed that customer perceptions of technical quality, functional quality, service value and corporate image strongly influence customer satisfaction.
Автор: Sam K.
Издательство: Книга по Требованию
Год:2009
Цена:
3214 руб
Нет в наличии
Поиск: Service Quality, Customer Satisfaction and Paying for Water Services. Empirical Findings from Urban Centres of Low-income Countries


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