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Why customers don't pay their water bills promptly: evidence from small urban water utilities in Uganda
conference contribution
posted on 2018-02-12, 15:07 authored by Josses Mugabi, Sam KayagaThis paper examines the motivations of water utility customers when it comes to paying their water bills promptly. Through
an exploratory study of five small urban water utilities in Uganda, we find evidence of a positive attitude towards regular
and prompt paying of water bills among utility customers. However, what motivates a customer to settle an outstanding
water bill seems to relate mainly to the overall quality of the service provided by the utility. Contrary to the usual explanation
that low-incomes typical of small urban centers are responsible for low cost-recovery in those areas, we found
evidence that supports the view that poor service quality (i.e. unreliable supply, poor customer relations, poor billing and
collection systems, etc) is a key consideration for customer decision-making when it comes to paying water bills regularly
and promptly. Implications for small urban water utilities and their regulators in Uganda and elsewhere are discussed.
History
School
- Architecture, Building and Civil Engineering
Research Unit
- Water, Engineering and Development Centre (WEDC)
Published in
WEDC ConferenceCitation
MUGABI, J. and KAYAGA, S., 2006. Why customers don't pay their water bills promptly: evidence from small urban water utilities in Uganda. IN: Fisher, J. (ed). Sustainable development of water resources, water supply and environmental sanitation: Proceedings of the 32nd WEDC International Conference, Colombo, Sri Lanka, 13-17 November 2006, pp. 211-215.Publisher
© WEDC, Loughborough UniversityVersion
- VoR (Version of Record)
Publisher statement
This work is made available according to the conditions of the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International (CC BY-NC-ND 4.0) licence. Full details of this licence are available at: https://creativecommons.org/licenses/by-nc-nd/4.0/Publication date
2006Notes
This is a conference paper.Other identifier
WEDC_ID:10353Language
- en
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