Survey of Domestic Gas Consumer Satisfaction with Gas Supply Services in Abuja

Consumer satisfaction surveys provide essential feedback for improving service quality in utility sectors, including natural gas distribution. This study surveys domestic gas consumer satisfaction with gas supply services in Abuja's Federal Capital Territory, covering consumers connected to the reticulated gas network in Garki, Asokoro, Maitama, and Wuse residential districts. The research employs a structured questionnaire survey administered to 350 residential gas consumers, assessing satisfaction levels across service quality dimensions including supply pressure consistency, interruption frequency and duration, billing accuracy, meter reading reliability, and customer service responsiveness of the distribution utility. The study also collects consumer perception data on gas safety management and the adequacy of the utility's emergency leak response service. Statistical analysis using a Likert scale satisfaction index and regression analysis is conducted to identify the service quality drivers most strongly correlated with overall consumer satisfaction. Findings reveal that supply pressure consistency and billing transparency are the dimensions generating the lowest satisfaction scores, with mean satisfaction indices of 2.8 and 2.6 out of 5.0 respectively. Regression analysis confirms that supply reliability is the dominant predictor of overall service satisfaction. Recommendations include investment in pressure monitoring systems, automated billing platforms, and establishment of a dedicated consumer affairs unit within the gas distribution utility. These findings inform service quality improvement priorities for domestic gas utilities in urban Nigerian settings. Keywords: consumer satisfaction, domestic gas, Abuja, service quality, gas utility.