The perception and expectation of WASH technology services in Pointe-Noire Ville and Tandou-Boma, Republic of Congo through novel conventional-SERVQUAL-AHP model

This study undertook a survey on the perception and status of water sanitation and hygiene within pointe-Noire Town and Tandou-Boma Village in the Republic of Congo using the novel Conventional and SERVQUAL-AHP models under the existing COVID-19 pandemic. It also highlighted the challenges experienced in the control of the COVID-19 pandemic under the existing water sanitation and hygiene (WASH) status and knowledge. The result revealed the potential application of the new study method (conventional-SERVQUAL-AHP model) in understanding the WASH status as well community perception and expectation on WASH matters. Indeed, it showed that the WASH condition in both the two study areas was of substandard status, with the communities and households lacking adequate knowledge and resources to embrace proper WASH conditions for efficient control of contagious diseases such as the COVID-19. We also proposed the use of integrated conventional-SERVQUAL-AHP models in understanding WASH status and needs within a community.