Quality service and customer satisfaction : the case study of the Water Services Corporation

Abstract

The aim of this project is to examine the relationship between the overall customer satisfaction and the customers' satisfaction derived from water pressure, water quality and service interruptions. Water industries can do a lot to improve water quality, water pressure and reduce water interruptions. Their performance has to be measured. A way how to measure the performance of the suppliers is by examining whether their performance meets the customers' expectations. The best way how to measure the expectations of the customers is by conducting a survey. A survey has been held and the relationship between the overall customer satisfaction and water pressure, water quality and service interruption is defined and measured.