Date of Conferral

2017

Degree

Doctor of Business Administration (D.B.A.)

School

Management

Advisor

Godwin Igein

Abstract

Africa has a high rate of revenue under-collection in public water utility companies. This rate currently averages 20-50%, and the rate is 18% for Malawi alone. The purpose of this single-case study was to explore credible business strategies senior managers of water utilities use to address inefficiencies in collecting water fee revenues. The conceptual framework for this study was revenue management, which includes strategic constructs for increasing amounts of revenue collection. The target population for this study was 5 senior managers of a public water utility in Malawi, which is located in the southeastern part of Africa. Data collection included semistructured, face-to-face interviews and a review of company documents. The data analysis process involved the use of thematic analysis, including methodological triangulation, to identify 4 themes: innovative strategies, effective metering and billing, customer relationship management, and disconnection of water supply from customers with overdue bills. These themes highlighted credible business strategies that, for these 5 senior managers, were effective in revenue collection. Addressing inefficiencies in collecting water fee revenues will facilitate positive social change by increasing profits, growing the water business, reducing the crime rate by employing more people, providing potable water to reduce waterborne diseases, and contributing to the sustainable social and economic development of the people of Malawi.

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