Title: The Effect Of Communication On Service Reliability Of National Water And Sewerage Corporation,Uganda
Authors: Micheal Timbirimu, Quilino Muzinya, Magara Mugaga Rubanju, Kiizah Pastor
Volume: 10
Issue: 2
Pages: 263-269
Publication Date: 2026/02/28
Abstract:
Effective communication is widely acknowledged as a critical determinant of service reliability in public utility organizations. This study examined the effect of communication on service reliability at the National Water and Sewerage Corporation (NWSC), focusing on the Kampala Service Centre. The study adopted a cross-sectional survey design, employing both quantitative and qualitative approaches to obtain comprehensive insights. Data were collected from 79 NWSC staff using self-administered questionnaires, complemented by key informant interviews with top managers and business partners. Quantitative data were analyzed using descriptive statistics, Pearson correlation, and regression analysis with SPSS version 24, while qualitative data were analyzed using thematic content analysis. The findings revealed that stakeholders generally perceived NWSC's communication practices positively, particularly in relation to feedback collection, internal information dissemination, and stakeholder engagement. Correlation analysis indicated a weak but positive and statistically significant relationship between communication and service reliability (r = 0.250, p < 0.05). However, regression analysis revealed that communication accounted for only 5% of the variance in service reliability, indicating a very weak predictive effect. Consequently, the hypothesis that communication has a positive and significant effect on service reliability was rejected. The study concludes that while effective communication is necessary for stakeholder engagement and transparency, it alone is insufficient to significantly influence service reliability at NWSC. The study recommended strengthening communication systems through structured feedback mechanisms, technology-driven communication platforms, and enhanced transparency to improve service reliability and stakeholder satisfaction. Consequently, the hypothesis that communication has a positive and significant effect on service reliability was rejected. The study concludes that while effective communication is necessary for stakeholder engagement and transparency, it alone is insufficient to significantly influence service reliability at NWSC. The study recommended strengthening communication systems through structured feedback mechanisms, technology-driven communication platforms, and enhanced transparency to improve service reliability and stakeholder satisfaction.