Assessment and Consumer Satisfaction Survey of Public Water Supply in Ilorin: A Case Study

Background: The management of the public water supply in Ilorin by the Kwara State Water Corporation has caused significant concern among the city’s citizens. This study used consumer satisfaction as an index to evaluate Ilorin’s public water supply. Methods: A stratified random sample procedure was employed to distribute structured questionnaires to 400 inhabitants, who were asked to rate and provide their perceptions of five selected parameters known as satisfaction drivers. Descriptive statistics, including frequency tables, percentages, and charts, were used to analyze and present the data. Additionally, the consumer satisfaction index (CSI) models were utilized. Results: The overall CSI was calculated to be 3.24 points on a 5-point scale. The primary factors contributing to consumer satisfaction were supply quality (3.70 points), while supply frequency and duration had the least impact on satisfaction (2.66 points). These findings suggest that the public water supply services provided to the residents were insufficient. Furthermore, consumers were willing to pay an average of ₦4,423.78 per month for enhanced service delivery. Conclusion: The study recommends that the water utility company make the required adjustments to its systems and processes while prioritizing consumer satisfaction. By doing so, the company can increase revenue generation and assure the sustainability of its services.