Users’ Satisfaction of Public Utility Services – Multivariate System Analysis

Abstract

This research develops a multivariate system framework for assessing user satisfaction of public water utility organization in a developing country and predicts quality, quantity and overall user satisfaction for policy initiatives. The model framework is applied to the data collected by Public Affairs Centre (PAC) based on the Citizen Report Card approach pioneered by it. Wald test confirms that there exits cross equation correlation across quality, quantity and overall users' satisfaction dimensions. Based on the system model, the study identifies statistically significant factors that explain users' loyalty to express satisfaction and voice to express dissatisfaction of users. Policy initiatives are proposed on key factors to reduce voice factors set so that the service provider could improve its service delivery. The system model correctly predicts 85% of satisfied customers across quality, quantity and overall satisfaction dimensions.