Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service

Narayan Timilsena

doi:doi:10.11648/j.ijsts.20241203.11

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Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service

Narayan Timilsena^*

Published in International Journal of Science, Technology and Society (Volume 12, Issue 3)

Received: 18 January 2023 Accepted: 20 January 2024 Published: 10 May 2024

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Abstract

Water constitutes an indispensable resource for various aspects of daily life, encompassing essential needs such as drinking, cooking, sanitation, and irrigation. Beyond household applications, diverse livelihood activities, including livestock management, gardening, crop cultivation, food processing, aquaculture, and fisheries, also rely on water. The assessment of customer satisfaction holds paramount significance in driving performance enhancements for service providers, even within government-owned entities offering critical services like water supply. This research aims to scrutinize the interplay between overall satisfaction with water services and its determinants, including satisfaction with water quality, and various parameters such as water supply hours, tap pressure, supplied water quantity, management responsiveness and communication, and water tariff. Anticipatedly, water supply hours, quantity, and quality are expected to exert a crucial influence on user satisfaction. Although users express a satisfaction level above neutral, it falls short of reaching a fully satisfactory level. Key contributors to user satisfaction involve aspects such as water supply hours, pressure, quantity, and quality, while complaints about water supply yield slightly lower satisfaction. Satisfaction with water service hours, quantity, and quality emerges as a driving force for overall satisfaction. The analysis reveals no significant association between overall satisfaction and demographic variables such as occupation, gender, age, education, and the main income source. However, a noteworthy association exists between satisfaction with water pressure and the water collection method, and a robust link is observed between satisfaction with water quality and respondents' water treatment practices. The provision for complaints is significantly associated with satisfaction regarding management responsiveness and communication. Multiple regression analysis underscores a positive relationship between overall satisfaction with water services and satisfaction with water quality and supply hours, indicating that higher satisfaction with these factors enhances overall satisfaction with water services.

Published in	International Journal of Science, Technology and Society (Volume 12, Issue 3)
DOI	10.11648/j.ijsts.20241203.11
Page(s)	96-107
Creative Commons	This is an Open Access article, distributed under the terms of the Creative Commons Attribution 4.0 International License (http://creativecommons.org/licenses/by/4.0/), which permits unrestricted use, distribution and reproduction in any medium or format, provided the original work is properly cited.
Copyright	Copyright © The Author(s), 2024. Published by Science Publishing Group

Keywords

Association, Determinants, Satisfactions, Water Services, Demographic Variables

References

[1]	Timilsena, N. “Users’ Satisfaction With Domestic Water Supply in Nepal – A Study in Lekhnath Small Town Water Supply and Sanitation Project”. Technical Journal, vol. 2, no. 1, Nov. 2020, pp. 135-48, https://doi.org/10.3126/tj.v2i1.32851
[2]	Abrams, L. J. (1998) Understanding Sustainability of Local Water Services. As cited in Carter, R., Tyrrel, S., Howsam, P. (1999) Impact and Sustainability of Community Water Supply and Sanitation Programmes in Developing Countries. Journal of the Chartered Institution of Water and Environment Management. Vol 13 NO 4 PP 292-296.
[3]	Arkin, H. & Colton, R. (1963). Tables for Statisticians. New York: Barnes & Noble.
[4]	Asthana, A. (1997). Where the water is free but the buckets are empty: demand analysis of drinking water in rural India. Open Economies Review 8(2): 137–149.
[5]	Barnes, R. & Ashbolt, N. (2010). Development of a Planning Framework for Sustainable Rural Water Supply and Sanitation: A Case Study of a Filipino NGO. International Studies of Management & Organization, (40) 3, 78–98.
[6]	Bhandari, B. & M. Grant (2007). “User Satisfaction and Sustainability of Drinking Water Schemes in Rural Communities of Nepal”. Spring Vol. 3: 12-20.
[7]	Carter, R. C., Tyrell, S. F. & Howsam, P. (1999). The Impact and Sustainability of Community Water Supply and Sanitation Programmes in Developing Countries. Water and Environment Journal, 13(4), 292-296.
[8]	Guerquin, F., Ahmed, T., Hua, M., Ikeda, T., Ozbilen, V. & Schuttelaar, M. (2003) World water actions: Making water flow for all. London, Earthscan Publications Ltd.
[9]	Harvey, P., and Reed, R. (2007). Community-managed water supplies in Africa: Sustainable or dispensable? Community Development Journal, 42(3), 365.
[10]	IRC. 2003. Community Water Supply Management: History of a Concept. Netherlands: IRC.
[11]	Kaliba, A., Norman D., & Chang, Y. (2003). Willingness to pay to improve domestic water supply in rural areas of central Tanzania: policy implications. International Journal of Sustainable Development and World Ecology 10(2): 119–132.
[12]	MDG Report. (2013). Drinking Water in Nepal. Retrieved from: http://borgenproject.org/drinking-water-nepal-mdg-report
[13]	Montgomery, M. A., Bartram, J., & Elimelech, M. (2009). Increasing Functional Sustainability of Water and Sanitation Supplies in Rural Sub-Saharan Africa. Environmental Engineering Science, 26(5), 1017-1023.
[14]	National Panning Commission. (1998). National Planning Commission Report. Kathmandu: NPC.
[15]	Nepal Environmental and Scientific Services (2013): Water Quality Monitoring and Assessment.
[16]	WHO. (2004a). Guidelines for Drinking-water Quality. World Health Organization, Geneva.

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APA Style

Timilsena, N. (2024). Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. International Journal of Science, Technology and Society, 12(3), 96-107. https://doi.org/10.11648/j.ijsts.20241203.11

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ACS Style

Timilsena, N. Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. Int. J. Sci. Technol. Soc. 2024, 12(3), 96-107. doi: 10.11648/j.ijsts.20241203.11

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AMA Style

Timilsena N. Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. Int J Sci Technol Soc. 2024;12(3):96-107. doi: 10.11648/j.ijsts.20241203.11

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@article{10.11648/j.ijsts.20241203.11,
  author = {Narayan Timilsena},
  title = {Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service
},
  journal = {International Journal of Science, Technology and Society},
  volume = {12},
  number = {3},
  pages = {96-107},
  doi = {10.11648/j.ijsts.20241203.11},
  url = {https://doi.org/10.11648/j.ijsts.20241203.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijsts.20241203.11},
  abstract = {Water constitutes an indispensable resource for various aspects of daily life, encompassing essential needs such as drinking, cooking, sanitation, and irrigation. Beyond household applications, diverse livelihood activities, including livestock management, gardening, crop cultivation, food processing, aquaculture, and fisheries, also rely on water. The assessment of customer satisfaction holds paramount significance in driving performance enhancements for service providers, even within government-owned entities offering critical services like water supply. This research aims to scrutinize the interplay between overall satisfaction with water services and its determinants, including satisfaction with water quality, and various parameters such as water supply hours, tap pressure, supplied water quantity, management responsiveness and communication, and water tariff. Anticipatedly, water supply hours, quantity, and quality are expected to exert a crucial influence on user satisfaction. Although users express a satisfaction level above neutral, it falls short of reaching a fully satisfactory level. Key contributors to user satisfaction involve aspects such as water supply hours, pressure, quantity, and quality, while complaints about water supply yield slightly lower satisfaction. Satisfaction with water service hours, quantity, and quality emerges as a driving force for overall satisfaction. The analysis reveals no significant association between overall satisfaction and demographic variables such as occupation, gender, age, education, and the main income source. However, a noteworthy association exists between satisfaction with water pressure and the water collection method, and a robust link is observed between satisfaction with water quality and respondents' water treatment practices. The provision for complaints is significantly associated with satisfaction regarding management responsiveness and communication. Multiple regression analysis underscores a positive relationship between overall satisfaction with water services and satisfaction with water quality and supply hours, indicating that higher satisfaction with these factors enhances overall satisfaction with water services.
},
 year = {2024}
}

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TY  - JOUR
T1  - Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service

AU  - Narayan Timilsena
Y1  - 2024/05/10
PY  - 2024
N1  - https://doi.org/10.11648/j.ijsts.20241203.11
DO  - 10.11648/j.ijsts.20241203.11
T2  - International Journal of Science, Technology and Society
JF  - International Journal of Science, Technology and Society
JO  - International Journal of Science, Technology and Society
SP  - 96
EP  - 107
PB  - Science Publishing Group
SN  - 2330-7420
UR  - https://doi.org/10.11648/j.ijsts.20241203.11
AB  - Water constitutes an indispensable resource for various aspects of daily life, encompassing essential needs such as drinking, cooking, sanitation, and irrigation. Beyond household applications, diverse livelihood activities, including livestock management, gardening, crop cultivation, food processing, aquaculture, and fisheries, also rely on water. The assessment of customer satisfaction holds paramount significance in driving performance enhancements for service providers, even within government-owned entities offering critical services like water supply. This research aims to scrutinize the interplay between overall satisfaction with water services and its determinants, including satisfaction with water quality, and various parameters such as water supply hours, tap pressure, supplied water quantity, management responsiveness and communication, and water tariff. Anticipatedly, water supply hours, quantity, and quality are expected to exert a crucial influence on user satisfaction. Although users express a satisfaction level above neutral, it falls short of reaching a fully satisfactory level. Key contributors to user satisfaction involve aspects such as water supply hours, pressure, quantity, and quality, while complaints about water supply yield slightly lower satisfaction. Satisfaction with water service hours, quantity, and quality emerges as a driving force for overall satisfaction. The analysis reveals no significant association between overall satisfaction and demographic variables such as occupation, gender, age, education, and the main income source. However, a noteworthy association exists between satisfaction with water pressure and the water collection method, and a robust link is observed between satisfaction with water quality and respondents' water treatment practices. The provision for complaints is significantly associated with satisfaction regarding management responsiveness and communication. Multiple regression analysis underscores a positive relationship between overall satisfaction with water services and satisfaction with water quality and supply hours, indicating that higher satisfaction with these factors enhances overall satisfaction with water services.

VL  - 12
IS  - 3
ER  -

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Author Information

Narayan Timilsena

Institute of Forestry, Kathmandu, Nepal

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APA Style

Timilsena, N. (2024). Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. International Journal of Science, Technology and Society, 12(3), 96-107. https://doi.org/10.11648/j.ijsts.20241203.11

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ACS Style

Timilsena, N. Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. Int. J. Sci. Technol. Soc. 2024, 12(3), 96-107. doi: 10.11648/j.ijsts.20241203.11

Copy | Download

AMA Style

Timilsena N. Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service. Int J Sci Technol Soc. 2024;12(3):96-107. doi: 10.11648/j.ijsts.20241203.11

Copy | Download

@article{10.11648/j.ijsts.20241203.11,
  author = {Narayan Timilsena},
  title = {Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service
},
  journal = {International Journal of Science, Technology and Society},
  volume = {12},
  number = {3},
  pages = {96-107},
  doi = {10.11648/j.ijsts.20241203.11},
  url = {https://doi.org/10.11648/j.ijsts.20241203.11},
  eprint = {https://article.sciencepublishinggroup.com/pdf/10.11648.j.ijsts.20241203.11},
  abstract = {Water constitutes an indispensable resource for various aspects of daily life, encompassing essential needs such as drinking, cooking, sanitation, and irrigation. Beyond household applications, diverse livelihood activities, including livestock management, gardening, crop cultivation, food processing, aquaculture, and fisheries, also rely on water. The assessment of customer satisfaction holds paramount significance in driving performance enhancements for service providers, even within government-owned entities offering critical services like water supply. This research aims to scrutinize the interplay between overall satisfaction with water services and its determinants, including satisfaction with water quality, and various parameters such as water supply hours, tap pressure, supplied water quantity, management responsiveness and communication, and water tariff. Anticipatedly, water supply hours, quantity, and quality are expected to exert a crucial influence on user satisfaction. Although users express a satisfaction level above neutral, it falls short of reaching a fully satisfactory level. Key contributors to user satisfaction involve aspects such as water supply hours, pressure, quantity, and quality, while complaints about water supply yield slightly lower satisfaction. Satisfaction with water service hours, quantity, and quality emerges as a driving force for overall satisfaction. The analysis reveals no significant association between overall satisfaction and demographic variables such as occupation, gender, age, education, and the main income source. However, a noteworthy association exists between satisfaction with water pressure and the water collection method, and a robust link is observed between satisfaction with water quality and respondents' water treatment practices. The provision for complaints is significantly associated with satisfaction regarding management responsiveness and communication. Multiple regression analysis underscores a positive relationship between overall satisfaction with water services and satisfaction with water quality and supply hours, indicating that higher satisfaction with these factors enhances overall satisfaction with water services.
},
 year = {2024}
}

Copy | Download

TY  - JOUR
T1  - Association Between Demographic Characteristics of Users’ and Overall Satisfaction with Water Supply Service

AU  - Narayan Timilsena
Y1  - 2024/05/10
PY  - 2024
N1  - https://doi.org/10.11648/j.ijsts.20241203.11
DO  - 10.11648/j.ijsts.20241203.11
T2  - International Journal of Science, Technology and Society
JF  - International Journal of Science, Technology and Society
JO  - International Journal of Science, Technology and Society
SP  - 96
EP  - 107
PB  - Science Publishing Group
SN  - 2330-7420
UR  - https://doi.org/10.11648/j.ijsts.20241203.11
AB  - Water constitutes an indispensable resource for various aspects of daily life, encompassing essential needs such as drinking, cooking, sanitation, and irrigation. Beyond household applications, diverse livelihood activities, including livestock management, gardening, crop cultivation, food processing, aquaculture, and fisheries, also rely on water. The assessment of customer satisfaction holds paramount significance in driving performance enhancements for service providers, even within government-owned entities offering critical services like water supply. This research aims to scrutinize the interplay between overall satisfaction with water services and its determinants, including satisfaction with water quality, and various parameters such as water supply hours, tap pressure, supplied water quantity, management responsiveness and communication, and water tariff. Anticipatedly, water supply hours, quantity, and quality are expected to exert a crucial influence on user satisfaction. Although users express a satisfaction level above neutral, it falls short of reaching a fully satisfactory level. Key contributors to user satisfaction involve aspects such as water supply hours, pressure, quantity, and quality, while complaints about water supply yield slightly lower satisfaction. Satisfaction with water service hours, quantity, and quality emerges as a driving force for overall satisfaction. The analysis reveals no significant association between overall satisfaction and demographic variables such as occupation, gender, age, education, and the main income source. However, a noteworthy association exists between satisfaction with water pressure and the water collection method, and a robust link is observed between satisfaction with water quality and respondents' water treatment practices. The provision for complaints is significantly associated with satisfaction regarding management responsiveness and communication. Multiple regression analysis underscores a positive relationship between overall satisfaction with water services and satisfaction with water quality and supply hours, indicating that higher satisfaction with these factors enhances overall satisfaction with water services.

VL  - 12
IS  - 3
ER  -

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