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Title
Public Perception of GWCL/AVRL Water Supply Service Delivery - Case Study: Kumasi-Ghana |
Full text
http://dspace.knust.edu.gh/dspace/handle/123456789/1763 |
Date
2010 |
Author(s)
Edward, Babalola |
Abstract
A thesis submitted to the Board of Postgraduate Studies, Kwame Nkrumah University of Science and Technology, Kumasi in partial fulfillment for the requirement for the award of the Degree of Master of Science in Water Supply and Environmental Sanitation in 2010. x, 94p. ill. - The research was carried out in the Kumasi metropolis of Ghana to determine the perception of the public on the quality of water supply service delivery under the jurisdiction of Ghana Water Company Limited (GWCL) and Aqua Vitens Rand Limited (AVRL). A survey was carried out in three (3) out of eight (8) GWCL/AVRL districts in the Kumasi metropolis using structured questionnaires. The survey data collection targeted three (3) different income groups (High-income, Middle-income and Low-income) in each of the three (3) districts selected. The study showed that 15% of the customers received water supply within 16 - 24 GMT in a day whilst 45% received water supply within 8 - 16 GMT and 40% received water supply within 0-8 GMT in a day. Generally flow of water has improved since AVRL merged with GWCL for operation of the supply of water. The flow was best in the South districts (76%) and worst in the Central district (56%). Overall it was 59% to 41% improved service and deteriorated service respectively. Customers were also satisfied with the quality of water supply service delivery. Many (77%) customers did not have problems with the smell of the water whilst 80% of the customers had no problem with the taste of the water supplied. The major complaints (67%) were with the colour of the water which needs to be looked at. Complaints were mostly made in person (86%). This in terms of DALY (Disability Adjustment Life Years) could amount to several thousands of cedis lost in a year. The attitude of GWCL/AVRL staff to complaints was very poor. Sixty-nine percent (69%) were not satisfied with the response to complaints. However meter readers were generally found to be customer friendly with sixty-two percent (62%) of the customers satisfied with the meter readers. Overall the customers perception on the price of water was relatively high (97%) and an increase in the water tariff may create problems. |
Type of publication
Thesis |
Repository
Kumasi - Kwame Nkrumah University
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Added to C-A: 2010-08-30;14:19:21 |
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