Consumer satisfaction on quantity and quality of water supply: a study in Matara, Southern Sri Lanka

Abstract

The aim of every water supply scheme (WSS) is to meet the demand qualitatively and quantitatively. Although quality can be maintained with appropriate operation and maintenance strategies, supplying increasing demand in terms of quantity is a problem, because large-scale investments are sought for water supply utilities. However, satisfaction of consumer cannot be neglected under these circumstances. Hence the objective of the current study is to examine the influence of the level of service supplied, water quality variations and the geographical location of consumers on their perceptions on service delivery, satisfaction and risk perception. The study was limited to Matara WSS, Southern Sri Lanka. Results of the logistic regression analysis show that the area of residence is the most influential parameter on the taste satisfaction and risk perception. Satisfaction on safety, odour and clarity is more than 95% of the respondents. However, satisfaction on the service delivery is poor and perceived pressure has a major impact on the satisfaction on service delivery and consumption, hence indicating that perceived pressure has a close relationship with the discharge. Further, the study confirms that socio-economic parameters are influential on the risk perception and satisfaction of the consumers. It can be concluded that proper management of available water quantity will increase the level of satisfaction in terms of service delivery.