JABR Volume X


The Effects of E-Governance on Customer Satisfaction: The Case of Addis Ababa Water and Sewerage Authority


By Jemal Abagissa, PhD


The emergence of electronic governance has been one of the important developments in public administration in the past decades which helped governments as a means of reducing costs, improving service provision for citizens and increasing effectiveness and efficiency. The purpose of this study is to assess the effects of e-governance on customers’ satisfaction. The target population comprises customers from the Addis Ababa Water Supply and Sewerage Authority (AAWSSA in its Arada branch. Both quantitative and qualitative data were collected to analyze the effects of e-governance on a sample of 330 users of water billing. Data were analyzed using the five attributes of SERVPERF model. The study revealed that e-governance has brought positive effect on service delivery by enhancing the customers’ perception on the service delivery and their satisfaction even though the satisfaction level is moderate. The satisfaction level is moderate because the office encountered challenges such as customer e-service illiteracy of the customers, poor internet infrastructure and dependence on external e-service platform suppliers.


E-governance, Service delivery, Customer, Customer satisfaction, SERVPERF, AAWSSA.