Assessment of Water Service Delivery, Utilization and Customer Satisfaction at Condominium Sites in Addis Ababa: The Case of Woyra Condominium Site, Kolfe Keraneo Sub City
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Date
2021-08
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A.A.U
Abstract
In condominium houses the issue of water supply is crucial. The present study aimed to assess
the water delivery, utilization and customer satisfaction at Woyra condominium site in Kolfe
keranio Sub-city, Addis Ababa. A cross-sectional study was conducted from May 2021 to July
2021. Both qualitative and quantitative approaches were used to analyze information gathered
concerning the respondents’ characteristics, water supply situation, and customers’ level of
satisfaction towards the service. Moreover, information on the water delivery system, utilization
and customer satisfaction has been analyzed. Among a total of 240 sample households, about the
respondents’ households had a family size ranging from a single person to 9 individuals in which
the majority (61.3%) of the households had a family size of 4-6 individuals. This survey revealed
that the majority of the respondents, 84.1% showed their agreement on the availability of
functional water pipe lines. More than half of the total respondents, 58.7%, replied that they did
not agree on the availability of adequate water supply for their average daily consumption
needs. The study also showed that only about 5% of the respondents were satisfied with the
current water supply system to the study site. The most rated water supply challenges in the
present study were insufficient water source (49.5%), increasing number of population (14.1%)
and frequent water interruption (10.5%). In the focus group discussion, both the residents of the
study site and the water authority officials agreed that there are opportunities to improve the
water supply service. Hence, the researcher recommended appropriate intervention measures
should be taken by the water authority to alleviate the challenges in supplying adequate and
quality water in the study area.
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Keywords
Addis Ababa, challenges, Condominium housing, Satisfaction, Water supply