Submitted | Reliable Water Supply and Citizen Satisfaction: A Mediation Analysis of Municipal Service Delivery in Diepsloot

Abdulrasaq Ajadi Ishola, Tafadzwa Clementine Maramura, Enoch Kwame Tham-Agyekum

Abstract: This study investigates the relationship between water supply and citizen satisfaction in Diepsloot, a peri-urban township of Johannesburg, South Africa, focusing on the mediating role of reliable water supply. Using a quantitative approach with data from 400 residents, the analysis tests two hypotheses grounded in Expectancy Disconfirmation Theory. Findings reveal that water supply alone has a weak, non-significant direct effect on satisfaction, explaining only 6.3% of its variance. However, a reliable water supply, characterised by punctuality, consistency, and adherence to schedule, plays a significant mediating role in this relationship. The results demonstrate that mere infrastructure provision or water service expansion does not guarantee satisfaction; instead, service reliability is critical for transforming supply into positive citizen experiences. The study concludes that municipal efforts in townships must prioritise enhancing the reliability of water services over mere expansion, addressing operational consistency and maintenance to bridge the expectation-performance gap and improve public trust. This study contributes to achieving SDG 6.

Keywords: Water Supply, Citizen Satisfaction, Reliable Water Supply, Mediation Analysis, Diepsloot