Abstract:
This study aimed to investigate impact of non-revenue water control in water utility performance at
MUWSA. The study adopted simple random sampling. The qualitative and quantitative data were
used to generate reliable data for the study. Data analyses used were descriptive statistics and Chi
square (12) test. It involved 251 respondents. It was found that the majority of respondents from
MUWSA employees and customers were aware of NRW concept and its impact towards the
organization performance. The study findings include contributing factors to NRW such as leakage
on service connection up to customer's meter, illegal connection, meter tempering, leakage and
bursts, examining level of customer satisfaction using customer satisfaction index, assessing the
performance of MUWSA towards NRW control and finally strategies enhanced towards NRW
control. The authority has shown a high degree of effective NRW control commitment on the
availability of necessary tools for leakage repairs and maintenance, rehabilitation of main service
line identified which were more than 10 years. The findings also revealed that the lowest percentage
level of NRW was desirable as a result of various inputs and strategies enhanced by the management
and employee’s involvement. This has shown a significant influence on customer satisfaction
positively since NRW is slightly above the national average performance. The study concludes that
leakage on service connection up to customers meter, bursts and leakage mainly contributed
significantly to the overall level of NRW. Ihe recommendations aimed at strengthening the effective
NRW control in water utility performance, furthermore to invest in NRW reduction projects,
infrastructural development, employ modern equipment's to adequately deal with NRW, conduct
sensitization to the general public and adequate inspections.
