Title: The Effect Of Trust Building On The Service Reliability Of National Water And Sewerage Corporation
Authors: Micheal Timbirimu, Quilino Muzinya, Magara Mugaga Rubanju, Kiizah Pastor
Volume: 10
Issue: 2
Pages: 270-275
Publication Date: 2026/02/28
Abstract:
Trust building is a key component of service delivery in public utility organizations where building and maintaining stakeholder trust and delivering consistent services are essential. This study aimed to investigate the effect of trust building on service reliability in the context of the National Water and Sewerage Corporation (NWSC), with specific reference to the Kampala Service Centre. The research design was cross-sectional, and both quantitative and qualitative approaches were used. Data was collected from 79 NWSC employees using structured questionnaires and key informants from NWSC management and business partners through interviews. Quantitative data was analyzed using descriptive statistics, correlation analysis, and regression analysis. The findings revealed that NWSC stakeholders perceived NWSC positively in terms of confidentiality, transparency, stakeholder involvement, consistency of services, and responsiveness to customer concerns. Correlation analysis revealed a moderate positive and statistically significant relationship between trust building and service reliability (r = 0.581, p < 0.01). Furthermore, the results of the regression analysis revealed that the effect of trust building on service reliability was both positive and significant at a moderate level, explaining a substantial variance of the dependent variable. Therefore, the hypothesis that trust building has a positive and significant effect on service reliability was accepted. It is concluded that trust building is an important determinant of service reliability in NWSC. It is, therefore, recommended that NWSC improve its confidentiality, ethical behavior, transparency, and stakeholder engagement in order to improve service reliability and long-term stakeholder relationships in public utility organizations. It is recommended that NWSC improve its data protection mechanisms, transparency, and ethical behavior; intensify stakeholder engagement in decision-making processes; and improve employee training on the importance of trust-based service reliability in public utility organizations. It is also recommended that NWSC develop frameworks of trust building in order to sustain service reliability and long-term stakeholder relationships in public utility organizations