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Please use this identifier to cite or link to this item: https://dspace.lboro.ac.uk/2134/28727

Title: Why customers don't pay their water bills promptly: evidence from small urban water utilities in Uganda
Authors: Mugabi, Josses
Kayaga, Sam
Issue Date: 2006
Publisher: © WEDC, Loughborough University
Citation: 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.
Abstract: This 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.
Description: This is a conference paper.
Version: Published
URI: https://dspace.lboro.ac.uk/2134/28727
Appears in Collections:WEDC 32nd International Conference

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