Overall consumer satisfaction : the relationship between service performance and consumer satisfaction : the case study of Water Services Corporation

Abstract

The concept of Consumer Satisfaction is the scope of every successful utility company and the continual measurement and monitoring of its variables is essential to obtain customers' perception of the product and its quality. In this respect, Water Service Corporation identified the need to enrol in the International Standard Organization (IS09001:2000) and use its standards as a tool to achieve scopes and targets in various areas, giving a strategic competitive advantage to identify and manage quality related costs. Internal and External Customers are the targets for consumer satisfaction and their relationship is vitally important to each other by generating trust, loyalty, and positive communication, public relations and water conservation. The consumer wants value for money and it seems that there is a bad perception of an utility company when it is monopolized and, unfortunately, this includes other influences like political trends, other public authorities and agencies' regulations which can give rise to changes in correlated variables. This study was based on finding out if there was a relationship between Water Services Corporation and the consumer, with particular reference to Price for Quality, Public Relations and Water Conservation. The results showed a significant relationship. With the imminent increase of Water and Electricity bills, the consumers were readily available to manifest their dissatisfaction for the Price for Quality, in all the category groups interviewed, whilst it was felt that a lack of communication in Public Relations and Water Conservation became evident. Education plays an important role that can give rise to a different result if the Maltese Population is provided with Water Conservation awareness at a young age and more first hand information on their National Water Utility. The water reuse, recycle and reduce could be adequately enforced and practiced.