{"id":"https://openalex.org/W778021623","doi":null,"title":"Customer satisfaction: a framework for assessing the service quality of urban water service providers in Abuja, Nigeria","display_name":"Customer satisfaction: a framework for assessing the service quality of urban water service providers in Abuja, Nigeria","publication_year":2011,"publication_date":"2011-01-01","ids":{"openalex":"https://openalex.org/W778021623","mag":"778021623"},"language":"en","primary_location":{"id":"pmh:oai:dspace.lboro.ac.uk:2134/9133","doi":null,"is_oa":true,"landing_page_url":"https://dspace.lboro.ac.uk/2134/9133","pdf_url":"https://dspace.lboro.ac.uk/2134/9133","source":{"id":"https://openalex.org/S4306401023","display_name":"Loughborough University Institutional Repository (Loughborough University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I143804889","host_organization_name":"Loughborough University","host_organization_lineage":["https://openalex.org/I143804889"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"volume":null,"type":"dissertation","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":true,"oa_status":"green","oa_url":"https://dspace.lboro.ac.uk/2134/9133","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5049023440","display_name":"Victor Olanrewaju Ojo","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Victor Olanrewaju Ojo","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5049023440"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":null,"has_fulltext":true,"cited_by_count":10,"citation_normalized_percentile":null,"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9955999851226807,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12248","display_name":"Water Governance and Infrastructure","score":0.0015999999595806003,"subfield":{"id":"https://openalex.org/subfields/3320","display_name":"Political Science and International Relations"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14232","display_name":"Water Resource Management and Quality","score":0.0007999999797903001,"subfield":{"id":"https://openalex.org/subfields/2312","display_name":"Water Science and Technology"},"field":{"id":"https://openalex.org/fields/23","display_name":"Environmental Science"},"domain":{"id":"https://openalex.org/domains/3","display_name":"Physical Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":1.0},{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.8640000224113464},{"id":"https://openalex.org/keywords/urban-water-supply","display_name":"urban water supply","score":0.847000002861023},{"id":"https://openalex.org/keywords/water-utility-performance","display_name":"water utility performance","score":0.7639999985694885},{"id":"https://openalex.org/keywords/customer-complaint-handling","display_name":"complaint handling","score":0.703000009059906},{"id":"https://openalex.org/keywords/natural-monopoly","display_name":"natural monopoly","score":0.7310000061988831},{"id":"https://openalex.org/keywords/customer-satisfaction-index","display_name":"customer satisfaction index","score":0.7390000224113464},{"id":"https://openalex.org/keywords/water-supply-reliability","display_name":"water supply reliability","score":0.8330000042915344},{"id":"https://openalex.org/keywords/water-quality","display_name":"water quality","score":0.9190000295639038},{"id":"https://openalex.org/keywords/customer-requirements","display_name":"customer requirements","score":0.652999997138977},{"id":"https://openalex.org/keywords/public-service-delivery","display_name":"public service delivery","score":0.3230000138282776}],"concepts":[{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.6990106701850891},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6288564801216125},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.6245657205581665},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5040044188499451},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.49580368399620056},{"id":"https://openalex.org/C2780838233","wikidata":"https://www.wikidata.org/wiki/Q836925","display_name":"Complaint","level":2,"score":0.4948517680168152},{"id":"https://openalex.org/C2778137410","wikidata":"https://www.wikidata.org/wiki/Q2732820","display_name":"Government (linguistics)","level":2,"score":0.49146568775177},{"id":"https://openalex.org/C87156501","wikidata":"https://www.wikidata.org/wiki/Q7268708","display_name":"Qualitative property","level":2,"score":0.4815542995929718},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.4737823009490967},{"id":"https://openalex.org/C56995899","wikidata":"https://www.wikidata.org/wiki/Q1126687","display_name":"Focus group","level":2,"score":0.468459814786911},{"id":"https://openalex.org/C2779356329","wikidata":"https://www.wikidata.org/wiki/Q922625","display_name":"Checklist","level":2,"score":0.4535249173641205},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.44452381134033203},{"id":"https://openalex.org/C101276457","wikidata":"https://www.wikidata.org/wiki/Q5196474","display_name":"Customer retention","level":4,"score":0.4194547235965729},{"id":"https://openalex.org/C198531522","wikidata":"https://www.wikidata.org/wiki/Q485146","display_name":"Sample (material)","level":2,"score":0.41889283061027527},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.3776269555091858},{"id":"https://openalex.org/C127413603","wikidata":"https://www.wikidata.org/wiki/Q11023","display_name":"Engineering","level":0,"score":0.22429001331329346},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.1476479172706604},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.13146519660949707},{"id":"https://openalex.org/C105795698","wikidata":"https://www.wikidata.org/wiki/Q12483","display_name":"Statistics","level":1,"score":0.0888412594795227},{"id":"https://openalex.org/C17744445","wikidata":"https://www.wikidata.org/wiki/Q36442","display_name":"Political science","level":0,"score":0.0},{"id":"https://openalex.org/C33923547","wikidata":"https://www.wikidata.org/wiki/Q395","display_name":"Mathematics","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C41895202","wikidata":"https://www.wikidata.org/wiki/Q8162","display_name":"Linguistics","level":1,"score":0.0},{"id":"https://openalex.org/C119857082","wikidata":"https://www.wikidata.org/wiki/Q2539","display_name":"Machine learning","level":1,"score":0.0},{"id":"https://openalex.org/C185592680","wikidata":"https://www.wikidata.org/wiki/Q2329","display_name":"Chemistry","level":0,"score":0.0},{"id":"https://openalex.org/C199539241","wikidata":"https://www.wikidata.org/wiki/Q7748","display_name":"Law","level":1,"score":0.0},{"id":"https://openalex.org/C43617362","wikidata":"https://www.wikidata.org/wiki/Q170050","display_name":"Chromatography","level":1,"score":0.0},{"id":"https://openalex.org/C180747234","wikidata":"https://www.wikidata.org/wiki/Q23373","display_name":"Cognitive psychology","level":1,"score":0.0}],"mesh":[],"locations_count":4,"locations":[{"id":"pmh:oai:dspace.lboro.ac.uk:2134/9133","doi":null,"is_oa":true,"landing_page_url":"https://dspace.lboro.ac.uk/2134/9133","pdf_url":"https://dspace.lboro.ac.uk/2134/9133","source":{"id":"https://openalex.org/S4306401023","display_name":"Loughborough University Institutional Repository (Loughborough University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I143804889","host_organization_name":"Loughborough University","host_organization_lineage":["https://openalex.org/I143804889"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},{"id":"pmh:oai:figshare.com:article/9453554","doi":null,"is_oa":true,"landing_page_url":"https://figshare.com/articles/thesis/Customer_satisfaction_a_framework_for_assessing_the_service_quality_of_urban_water_service_providers_in_Abuja_Nigeria/9453554","pdf_url":"https://figshare.com/articles/thesis/Customer_satisfaction_a_framework_for_assessing_the_service_quality_of_urban_water_service_providers_in_Abuja_Nigeria/9453554","source":{"id":"https://openalex.org/S4306402585","display_name":"Loughborough University Research Repository (Loughborough University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I143804889","host_organization_name":"Loughborough University","host_organization_lineage":["https://openalex.org/I143804889"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},{"id":"pmh:hdl:10068/991817","doi":null,"is_oa":false,"landing_page_url":"http://hdl.handle.net/10068/991817","pdf_url":null,"source":{"id":"https://openalex.org/S4377196900","display_name":"OpenGrey (Institut de l'Information Scientifique et Technique)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1295345811","host_organization_name":"Institut de l'Information Scientifique et Technique","host_organization_lineage":["https://openalex.org/I1295345811"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"U - Thesis"},{"id":"mag:778021623","doi":null,"is_oa":false,"landing_page_url":"https://dspace.lboro.ac.uk/dspace-jspui/bitstream/2134/9133/1/Ojo%20Victor_PhD%20Thesis_Customer%20Satisfaction.pdf","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":{"id":"pmh:oai:dspace.lboro.ac.uk:2134/9133","doi":null,"is_oa":true,"landing_page_url":"https://dspace.lboro.ac.uk/2134/9133","pdf_url":"https://dspace.lboro.ac.uk/2134/9133","source":{"id":"https://openalex.org/S4306401023","display_name":"Loughborough University Institutional Repository (Loughborough University)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I143804889","host_organization_name":"Loughborough University","host_organization_lineage":["https://openalex.org/I143804889"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-nc-nd","license_id":"https://openalex.org/licenses/cc-by-nc-nd","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"Thesis"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/6","score":0.965499997138977,"display_name":"Clean water and sanitation"},{"id":"https://metadata.un.org/sdg/11","score":0.5142999887466431,"display_name":"Sustainable cities and communities"}],"study_designs":[],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W778021623.pdf","grobid_xml":"https://content.openalex.org/works/W778021623.grobid-xml"},"referenced_works_count":65,"referenced_works":["https://openalex.org/W79673467","https://openalex.org/W204309340","https://openalex.org/W310641259","https://openalex.org/W574052293","https://openalex.org/W1487931991","https://openalex.org/W1498750023","https://openalex.org/W1506094892","https://openalex.org/W1516216046","https://openalex.org/W1520386898","https://openalex.org/W1530439000","https://openalex.org/W1549054775","https://openalex.org/W1560412186","https://openalex.org/W1594273630","https://openalex.org/W1605991455","https://openalex.org/W1701997457","https://openalex.org/W1914972138","https://openalex.org/W1966696582","https://openalex.org/W1968168049","https://openalex.org/W1972812756","https://openalex.org/W1977267690","https://openalex.org/W1979522819","https://openalex.org/W1989741922","https://openalex.org/W1991219110","https://openalex.org/W2002099791","https://openalex.org/W2002678936","https://openalex.org/W2007866428","https://openalex.org/W2010071008","https://openalex.org/W2023316955","https://openalex.org/W2027362948","https://openalex.org/W2028809046","https://openalex.org/W2049116042","https://openalex.org/W2055231197","https://openalex.org/W2057287135","https://openalex.org/W2059284263","https://openalex.org/W2060202343","https://openalex.org/W2062387714","https://openalex.org/W2066416570","https://openalex.org/W2082257230","https://openalex.org/W2085081981","https://openalex.org/W2090735321","https://openalex.org/W2091751267","https://openalex.org/W2113716067","https://openalex.org/W2122838852","https://openalex.org/W2128165990","https://openalex.org/W2132611531","https://openalex.org/W2134532138","https://openalex.org/W2137028563","https://openalex.org/W2138264939","https://openalex.org/W2147790358","https://openalex.org/W2160359699","https://openalex.org/W2169888706","https://openalex.org/W2220447735","https://openalex.org/W2252321816","https://openalex.org/W2291329134","https://openalex.org/W2314885579","https://openalex.org/W2316110746","https://openalex.org/W2483334312","https://openalex.org/W2586247609","https://openalex.org/W2760370304","https://openalex.org/W2769137731","https://openalex.org/W3035994932","https://openalex.org/W3124700611","https://openalex.org/W3125790583","https://openalex.org/W3140901922","https://openalex.org/W4239115155"],"related_works":["https://openalex.org/W7099538092","https://openalex.org/W2884419158","https://openalex.org/W2311942097","https://openalex.org/W2607504353","https://openalex.org/W2378110271","https://openalex.org/W2355778880","https://openalex.org/W2563882218","https://openalex.org/W3214742755","https://openalex.org/W3186236825","https://openalex.org/W2772479307"],"abstract_inverted_index":{"In":[0,237],"recent":[1],"years,":[2],"the":[3,45,59,89,132,137,159,164,173,193,209,212,229,239,254,272,289,295,330,339,346,368],"usual":[4],"measure":[5],"of":[6,30,47,55,62,84,105,152,163,203,211,222,250,258,275,309,313,317,324,329,341,370],"service":[7,20,56,161,185,230,276,335],"quality":[8,57,231,369],"through":[9],"recorded":[10,214,245],"complaint":[11,85,351],"alone":[12],"in":[13,51,53,169,208,264,269],"natural":[14],"monopolies":[15],"such":[16],"as":[17,26,288,356,360],"urban":[18],"water":[19,49,106,155,184,334],"provision":[21],"is":[22,33,271,332],"regarded":[23],"by":[24,233],"literature":[25],"inadequate.":[27],"The":[28,205,278],"aim":[29],"this":[31],"study":[32],"to":[34,121,147,171,187],"develop":[35],"and":[36,64,95,109,116,144,176,181,224,241,284,321,345,348,352],"test":[37],"a":[38,99,148,215,246,361],"model":[39],"customer":[40,90,93,117,266,292,353],"satisfaction":[41,175,255,354],"framework":[42],"for":[43,68,77,179,298,363],"assessing":[44],"performance":[46],"public":[48,183],"utilities":[50],"Nigeria;":[52],"terms":[54],"from":[58,131,192],"customers":[60,123,157,206,365],"point":[61],"view,":[63],"identify":[65,122],"priority":[66],"areas":[67,162,178,244,297],"improvement.":[69],"\\nA":[70],"two":[71],"phased":[72],"qualitative/quantitative":[73],"approach":[74],"was":[75,141],"adopted":[76],"data":[78,134,195],"collection.":[79],"Qualitative":[80],"methods":[81],"involved":[82,128],"observation":[83],"handling":[86],"procedures":[87],"at":[88],"care":[91],"centres,":[92],"forums":[94],"document":[96],"scanning,":[97],"using":[98,113],"pre-determined":[100],"assessment":[101],"checklist;":[102],"individual":[103],"interviews":[104],"utility":[107,156],"employees":[108],"key":[110],"government":[111],"functionaries,":[112],"semi-structured":[114],"questionnaires;":[115],"focus":[118],"group":[119],"discussions":[120],"important":[124,291],"requirements.":[125,293],"Quantitative":[126],"method":[127],"questionnaires":[129],"derived":[130],"qualitative":[133],"obtained":[135,194],"during":[136],"exploratory":[138],"phase;":[139],"which":[140,268],"piloted,":[142],"refined":[143],"administered":[145],"face-to-face":[146],"stratified":[149],"random":[150],"sample":[151],"1,045":[153],"connected":[154],"across":[158],"ten":[160],"Federal":[165],"Capital":[166],"Territory":[167],"(FCT)":[168],"Nigeria,":[170],"determine":[172],"level":[174],"priorities":[177,296],"improvement":[180,299],"encourage":[182],"providers":[186,336],"improve":[188,338],"their":[189],"performances.":[190],"\\nFindings":[191],"showed":[196],"an":[197,357],"overall":[198,265],"Customer":[199,218],"Satisfaction":[200,219],"Index":[201,220],"(CSI)":[202,221],"73.4%.":[204],"living":[207],"outskirts":[210],"FCT":[213,234],"lower":[216],"minimum":[217,248],"63%":[223],"are":[225,300],"less":[226],"satisfied":[227],"with":[228],"provided":[232],"Water":[235],"Board.":[236],"comparison,":[238],"medium":[240],"low":[242],"density":[243],"higher":[247],"CSI":[249],"71%.":[251],"Also,":[252],"among":[253],"variables,":[256],"reliability":[257],"supply":[259],"predicts":[260],"substantial":[261],"(67%)":[262],"variation":[263],"satisfaction,":[267],"turn":[270],"best":[273],"predictor":[274],"quality.":[277],"research":[279],"findings":[280,331],"also":[281],"highlighted":[282],"colour":[283],"taste":[285],"(water":[286],"quality),":[287],"most":[290],"Likewise,":[294],"(i)":[301],"Billing;":[302],"(ii)":[303],"Reliability;":[304],"(iii)":[305],"Pressure;":[306],"(iv)":[307],"Helpfulness":[308],"staff;":[310,318],"(v)":[311],"Colour":[312],"water;":[314],"(vi)":[315],"Knowledge":[316],"(vii)":[319],"Taste":[320],"(viii)":[322],"Courtesy":[323],"staff":[325],"respectively.\\nOne":[326],"major":[327],"implication":[328],"that":[333],"should":[337],"avenues":[340],"communication":[342],"between":[343],"them":[344],"customers;":[347],"not":[349],"see":[350],"surveys":[355],"indictment,":[358],"but":[359],"tool":[362],"capturing":[364],"voice":[366],"about":[367],"service.":[371]},"counts_by_year":[{"year":2023,"cited_by_count":1},{"year":2021,"cited_by_count":1},{"year":2020,"cited_by_count":1},{"year":2018,"cited_by_count":1},{"year":2017,"cited_by_count":2},{"year":2016,"cited_by_count":2},{"year":2015,"cited_by_count":1},{"year":2014,"cited_by_count":1}],"updated_date":"2026-11-11T12:16:26.678958","created_date":"2016-06-24T00:00:00"}
