Literature survey shows that with, a few exceptions, the consumer behaviour of domestic water consumers has not been a common area of research. This explains the scarcity of information in this specific field. This scarcity was noted in the region and very much so in the context of Mauritius. And yet, such information is very much relevant for the management of the water sector, for the improvement of the service, for policy makers, for personal and social development and for achieving consumer satisfaction. This research brings about information that would contribute in its own way to these areas. The object of this thesis is to study the consumer behaviour in respect of domestic water consumers in Mauritius, to develop new theories and to build a consumer behaviour model. The thesis, at its outset, gives the background of the research. It contains the description of the water supply situation in Mauritius, its production, its distribution and its management. The brief on the people of Mauritius helps to put in the right context the pluricultural nature of the Mauritian society which is important for the understanding of the consumer behaviour of Mauritians. The literature survey, inter-alia, gives the historical development of consumer behaviour, its relevance to marketing, and its study as a discipline in its own right. The very scarcity of theories and models of consumer behaviour of domestic water consumers cannot be overlooked. The literature survey, therefore, covers some of the theories and models specifically on commodities. These models along with the literature review serve as theoretical foundation for the present research The models of consumer behaviour which have been literature reviewed have further enabled to construct an integrated model of consumer behaviour which serves as a framework for the discussion and analysis of the new model which is developed during the course of this research. The research is one mainly of general interest and can be classified as an exploratory research with a substantial contribution of descriptive research. The research has necessitated the collection of primary data. For this purpose, the objective approach was adopted and a consumer survey was carried out with the use of a direct structured questionnaire. The survey has been supplemented by discussions of focus groups. The analysis of the consumer survey is followed by the testing of the hypotheses, the development of theories and discussions on results obtained. The building of a new model of consumer behaviour based on the findings of the research is then undertaken and discussed. The thesis covers a wide spectrum from the need of a domestic water connection, consumption of domestic water, post-consumption behaviour to the illegal use of water in Mauritius. The thesis winds up with conclusions and recommendations. The specific topic of this thesis is a rare one. This research is but a step in the furtherance of knowledge. It stands as an original regional contribution to the science of management and to its development. / Graduate School of Business Leadership / DBL

Affordability of energy in the domestic sector is the product of three interrelated factors - level of household income, level of energy bills (which are a product of prices and levels of energy demand, mediated by tariffs and the retail market), and the amount of energy that a household needs to maintain a healthy living environment. This thesis focusses on the factors of affordability which are most relevant to the energy policy which are energy bills and energy efficiency, both of which are considered in the context of household income. Affordability of energy in Great Britain is important for separate, but over-lapping reasons. Firstly, it has important political impacts - as energy prices continue to rise, energy is repeatedly highlighted as one of the biggest financial concerns for households (uSwitch, 2013; YouGov, 2015; DECC, 2014f), leading affordability of energy to become an increasingly political issue (Lockwood, 2016). Secondly, affordability of energy has social implications which stem from the fact that the impact of rising energy bills is felt particularly strongly by those on low incomes and in inefficient homes – the fuel poor. In spite of it being twenty-five years since Brenda Boardman published her first book defining the issue of fuel poverty (Boardman, 1991), millions of households in Great Britain today still cannot afford adequate amounts of energy. This is significant because being able to afford access to basic levels of energy services such as warmth and light is essential for maintaining physical and mental health (Harrington et al., 2005; Stockton and Campbell, 2011). Thirdly, affordability has important implications for design of the energy system –a system focussed on minimising long-term costs, both through micro-scale features such as efficient network revenue regulation which keep costs down on a year-by-year basis, and macro-scale aspects such as through the development of a low-demand, highly flexible energy system which has the potential to bring costs down in the long term (Sanders et al., 2016), is likely to differ from one which in which affordability is less of a focus, or only a focus over the short term. This thesis responds to a gap in the literature in relation to the role that governance plays in affecting levels of affordability of energy for domestic consumers in Great Britain. It examines the impact of governance on energy prices and tariffs, and the impact of governance on energy efficiency of the housing stock in Great Britain. Both of these are examined in the context of levels of household income. Greater insight is gained by examining the impact of the energy governance structure in Denmark on Danish domestic energy efficiency standards, which are widely accepted to be very good (IEA, 2011). 7 This thesis makes use of existing academic and policy literature in tandem with data from fifty-six interviews with individuals from across the energy sectors in Great Britain and Denmark. The governance structure of energy in Great Britain is shown to be, on balance, not supportive of delivering affordable energy to domestic consumers. A number of specific issues within the current governance structure in Great Britain are identified. These include the presence of a limiting narrative, whereby policymakers consider affordability to be achieved principally through delivery of low prices; insufficient institutional capacity within OFGEM to keep network prices low, and monitor suppliers’ costs and profits; lack of wholesale market transparency; an anti-interventionist ideology leading to weak energy efficiency requirements for new-build and private rental properties; suppliers as poor executors of energy efficiency policy; weak demand-side interests; tariffs designed around the needs of suppliers, not consumers; an over-reliance on an uncompetitive retail market; a lack of institutional capacity amongst policy makers regarding energy efficiency, and network regulation; and weak consumer representation. A number of recommendations are put forward, including the fostering of a new narrative centred on energy efficiency; the redesign of tariffs to better protect the interests of consumers; the reallocation of responsibility for energy efficiency to local authorities; the development of greater institutional capacity among policymakers; the support for a more interventionist ideology supporting use of regulation; financial support for energy efficiency retrofit; the fostering of greater policy stability; development of new tariff structures; and the formation of a new consumer representative. Overall this thesis demonstrates that affordability of energy in unlikely to be delivered to domestic consumers in Great Britain unless significant changes are made to the governance structure of the energy sector.

Literature survey shows that with, a few exceptions, the consumer behaviour of domestic water consumers has not been a common area of research. This explains the scarcity of information in this specific field. This scarcity was noted in the region and very much so in the context of Mauritius. And yet, such information is very much relevant for the management of the water sector, for the improvement of the service, for policy makers, for personal and social development and for achieving consumer satisfaction. This research brings about information that would contribute in its own way to these areas. The object of this thesis is to study the consumer behaviour in respect of domestic water consumers in Mauritius, to develop new theories and to build a consumer behaviour model. The thesis, at its outset, gives the background of the research. It contains the description of the water supply situation in Mauritius, its production, its distribution and its management. The brief on the people of Mauritius helps to put in the right context the pluricultural nature of the Mauritian society which is important for the understanding of the consumer behaviour of Mauritians. The literature survey, inter-alia, gives the historical development of consumer behaviour, its relevance to marketing, and its study as a discipline in its own right. The very scarcity of theories and models of consumer behaviour of domestic water consumers cannot be overlooked. The literature survey, therefore, covers some of the theories and models specifically on commodities. These models along with the literature review serve as theoretical foundation for the present research The models of consumer behaviour which have been literature reviewed have further enabled to construct an integrated model of consumer behaviour which serves as a framework for the discussion and analysis of the new model which is developed during the course of this research. The research is one mainly of general interest and can be classified as an exploratory research with a substantial contribution of descriptive research. The research has necessitated the collection of primary data. For this purpose, the objective approach was adopted and a consumer survey was carried out with the use of a direct structured questionnaire. The survey has been supplemented by discussions of focus groups. The analysis of the consumer survey is followed by the testing of the hypotheses, the development of theories and discussions on results obtained. The building of a new model of consumer behaviour based on the findings of the research is then undertaken and discussed. The thesis covers a wide spectrum from the need of a domestic water connection, consumption of domestic water, post-consumption behaviour to the illegal use of water in Mauritius. The thesis winds up with conclusions and recommendations. The specific topic of this thesis is a rare one. This research is but a step in the furtherance of knowledge. It stands as an original regional contribution to the science of management and to its development. / Graduate School of Business Leadership / DBL