Avaliação do nı́vel de satisfação dos clientes da Empresa Águas da Região Metropolitana de Maputo

Abstract

Customer satisfaction is an important indicator of the performance and quality of public services, reflecting the degree to which consumer expectations are met or exceeded. This study arises from the need to understand the level of satisfaction of users of water supply services in the city of Maputo, considering the frequent complaints related to supply interruptions, poor water quality, and defici- encies in customer service. The study aims to evaluate the level of satisfaction of customers of the company Águas da Região Metropolitana de Maputo (AdRMM), identifying the main factors that influence their perception of the quality of services provided. Data were collected through a question- naire applied to 384 customers residing in the city of Maputo. For data analysis, descriptive statistics, exploratory factor analysis, and binary logistic regression were used. The results indicated that custo- mer satisfaction is strongly associated with the quality of the water supplied, the regularity of supply, the efficiency of service, the reliability of services, and the company’s ability to resolve complaints quickly. In general, customers are not satisfied with AdRMM’s services, therefore the company is recommended to improve some aspects related to its activity, such as conducting periodic studies with exploratory factor analysis and logistic regression to assess satisfaction trends and identify new predictors, investing in the continuous training of its employees, especially in the areas of customer service and complaint management, and adopting improvement measures in the areas corresponding to the response time of the customer support team, the quality of the water supplied, the prices of water services, AdRMM’s response times to complaints, the price of water in relation to the quality of service, and compliance with the water supply schedule, as these reflect aspects of the service that require greater attention.