ARCHIVES
VOL. 5, ISSUE 1 (2023)
Assessing revenue collection strategies in the commercialised water utility companies in Zambia; A case of Chambishi, Luapula and western utility companies
Authors
Cheelo Chiyanika, Attridge Mwelwa
Abstract
The subject of service quality has been
studied and debated over the past two decades, and is an evolving term as to
what constitutes quality. It is evident that today’s customers are highly enlightened
and aware of their importance that ignoring them in search for competitive
advantage can be detrimental to service providers. The study objective was to assess strategies for maximising revenue collection in the
commercialised utility companies;
a case of Chambishi, Luapula and Western Water and Sanitation Companies in Zambia. It focused on a sample size of 75 respondents from the
three (3) water utility companies randomly selected out of the available 11
companies in Zambia. The study used a mixed
method (both qualitative & quantitative) as well as exploratory descriptive
research methodology. Questionnaires were issued to participants and interviews
to selected individuals was conducted to obtain primary data for analysis. The
findings were that all the three (3) existing methods of revenue collection
continued being used simultaneously depending on customer preference. While
factors hindering effective revenue collection were identified as low customer
income levels, unreliable online payment platforms, and incorrect billing among
others. Strategies to improve revenue collections includes; go 100% prepaid,
prompt disconnection of water supply for outstanding bill beyond 30 days,
customer relations to address the issue of disputed bills, illegal connections
and lack of sensitization, and improve on maintenance to reduce loss of water
through leakages was to improve revenue collections. The study recommends that
utility companies should continue using all methods of revenue collection,
while discontinuing discounting bills for customers who pay promptly on time,
discontinue debt factoring and discontinue fixed charge billing.
Download
Pages:36-42
How to cite this article:
Cheelo Chiyanika, Attridge Mwelwa "Assessing revenue collection strategies in the commercialised water utility companies in Zambia; A case of Chambishi, Luapula and western utility companies". International Journal of Management and Economics, Vol 5, Issue 1, 2023, Pages 36-42
Download Author Certificate
Please enter the email address corresponding to this article submission to download your certificate.