Paying for water services: effects of household characteristics

Maximising cost recovery is currently a top priority for managers of urban water utilities in low-income countries. This research was carried out in 11 major towns of Uganda to establish which household characteristics influence payment for water services. A questionnaire was used to collect data on customer satisfaction, customer loyalty and several socio-economic variables. Using regression techniques, it was established that the following attributes of the household head moderated the satisfaction and loyalty relationship: gender, occupation and level of education. Other significant factors were household income and property tenure status. These results could be used to make water utilities customer-focused.