This research study was carried out to assess the factors affecting internal customer
satisfaction in respect to procured inputs in national water and sewerage corporation
(NWSC).for some years NWSC internal customers/users of procured inputs had been
complaining about non-availability of the inputs and considered it a major constraint to
improve performance in water and sewerage service delivery in towns where NWSC
operates. The main objective of the study was to assess factors affecting internal
customer satisfaction from the perspective of procured inputs.
The theory behind the research is that the efficiency of the procurement process in any
organization is increased by the adequacy of the existing procurement policies and
procedures and reflected by the extent to which internal customers are satisfied about
procured inputs. Data was mainly collected using a questionnaire (appendix 1) and
analyzed by computer using excel. Additional data was collected through observations
and review of documents. The research covered priority inputs like chemicals, pipes,
water fitting and office equipments wholly funded by NWSC between January 1999 and
June 2001 and the respondents were NWSC senior and middle management (scalel-5)
The findings reveal that procured inputs in NWSC are of good quality and the
procurement process is can·ied out transparently and in a fair manner and internal
customer were satisfied with that. However the results that procurements are not
made timely, that frequently essential and common items are not available and
there is inadequate procurement coordination. This shortcoming could be the cause
of internal customer complaints about procured inputs. The research has also revealed
inadequacies in procurement polices and procedures as pointed out in section 4.7 the
inadequacies in policies and procedures could actually be the major cause of procurement
weakness in NWSC and causing the internal customer to complain about procured inputs
and contributing to the inefficiency of the public water sector.
SSA, R (2021). The Impact Of Procured Inputs On Internal Customer Satisfaction: Case Study: National Water And Sewerage Corporation.. Afribary.com: Retrieved June 19, 2021, from https://afribary.com/works/the-impact-of-procured-inputs-on-internal-customer-satisfaction-case-study-national-water-and-sewerage-corporation
Research, SSA. "The Impact Of Procured Inputs On Internal Customer Satisfaction: Case Study: National Water And Sewerage Corporation." Afribary.com. Afribary.com, 03 Jun. 2021, https://afribary.com/works/the-impact-of-procured-inputs-on-internal-customer-satisfaction-case-study-national-water-and-sewerage-corporation . Accessed 19 Jun. 2021.
Research, SSA. "The Impact Of Procured Inputs On Internal Customer Satisfaction: Case Study: National Water And Sewerage Corporation.". Afribary.com, Afribary.com, 03 Jun. 2021. Web. 19 Jun. 2021. < https://afribary.com/works/the-impact-of-procured-inputs-on-internal-customer-satisfaction-case-study-national-water-and-sewerage-corporation >.
Research, SSA. "The Impact Of Procured Inputs On Internal Customer Satisfaction: Case Study: National Water And Sewerage Corporation." Afribary.com (2021). Accessed June 19, 2021. https://afribary.com/works/the-impact-of-procured-inputs-on-internal-customer-satisfaction-case-study-national-water-and-sewerage-corporation