Customer-oriented reforms in urban public water supply in Uganda (1998-2008)

摘要: Customer orientated reforms have been widely adopted for improving service delivery. However, the introduction of these in public sector is still little understood; and literature pessimistic regarding their application developing countries. To further understand relevance customer countries, this study assessed performance when implemented by National Water Sewerage Corporation (NWSC), which charge urban water supply Uganda. Using multiple data sources, including household user surveys interviews, posed questions: Has NWSC become more customer-oriented as a result reforms? If so, what are consequences satisfaction loyalty? The finds first that oriented were introduced committed leadership reduced resistance to change coordinated key stakeholder involvement. Second, it contributed improved accessibility, affordability care. Third, increased provider responsiveness complaints correlates with loyalty. Since focused on users home connections, research needed assess how similar results would be poorer non-connected commercial institutional users.