The effect of water information systems on enhancing customer service delivery

Abstract

The study has evaluated the effect of MajIS on enhancing customer service delivery by water and sanitation authority in Arusha city. The study used a descriptive research design and a mixed-method approach. The sample size was 113. Quantitative data was collected through a questionnaire, and qualitative data was collected through an interview guide. Probability and non-probability sampling techniques were used. Descriptive statistics and Pearson correlation analysis were used to analyse quantitative data, and content analysis for qualitative data. The results revealed and concluded that MajIS significantly affects the accessibility, quantity, quality, and reliability of water and sanitation services. Additionally, there is a moderate positive linear relationship between the level of customer service delivery and accessibility, availability, quality, and reliability of water and sanitation services. This study recommends that AUWSA integrate the MajIS with its customers to allow direct interaction and two-way communication to improve customer service delivery.