RECIPIENT PARTICIPATION ON QUALITY OF WATER SERVICE DELIVERY IN ZANZIBAR:

Abstract

This study was about analysing Recipient participation on quality of water service delivery in Zanzibar. It used a ZAWA as a case study how and to what extent the quality of service can be influenced by recipient participation in service provision. It used a check list questions and structured questionnaires to collect required information from institution and respondent households respectively these data were analysed using Excel computer program. From the study results it was evident that ZAWA customers were mainly participating in service provision by paying their monthly water bills that help to sustain service provision with majority of them were receiving water as per their daily requirements. Majority of ZAWA customers were satisfied with the quantity of water as per their daily demand and therefore were more likely to willingly pay their monthly water bill. In addition, a good proportion of customers had good relation with service provider and therefore they can be categorised as loyal customers. Thus it is recommended that ZAWA should conduct rigorous mass sensitization campaigns to get more people understand the importance of paying their monthly water bills for sustainability of water supply services in Zanzibar. However, this should go together with increasing service coverage and efficiency in water service delivery, good management of water resource and supply network. Moreover, ZAWA should regularly assess its services and measure the willingness and perceptions of recipients on service delivery. A separate study could also be conducted to analyses in detail the legal and institutional factors con straining cost sharing in water supply in Zanzibar. With much deeper analysis to explore the degree of association of between dependent and independent variables.