Assessment of Customer's Satisfaction onWater Supply Service Deliveryin Bahir Dar City, Ethiopia

Misganaw Mintesnot Tessema
2020 International Journal of Engineering Research and Advanced Technology  
Understanding consumer satisfaction levels for drinking water can contribute to improvements in water service quality and water management. The aim of this study is to assess the consumers' satisfaction on water supply service in Bahir Dar city, Ethiopia. The representative households were selected by stratified followed by systematic sampling techniques. The data was collected from 351 representative households using questionnaires and semi-structured interviews. The collected data was coded,
more » ... dited and entered into STATA (Statistical analysis software) version 14.2 for further statistical analysis. Chi-square test and order logistic regression were conducted. The chi-square test indicated that relatively males were more satisfied than females. Customers with the educational status of having secondary and above educational level were relatively unsatisfied. Similarly, customers who had their own houses were more satisfied than customers who got house from the rent of individuals and agencies, while customers having low and middle income were significantly more satisfied than customers having high-income levels. Results from the order logistic regression indicated that total customer satisfaction had a significant relation with continuity of water supply, water pressure and scheduling of water service. The result also indicated that most customers were not willing to pay additional payment for the existing satisfaction level but customers were willing to pay more if there was a significant improvement in its overall customer services, particularly on the three least rated satisfaction drivers continuous water supply, water pressure and scheduling of water service. Odds ratio for overall satisfaction The odds ratios in Table 3 show that the overall customer satisfaction of water service in Bahir Dar city is influenced by water continuity, water pressure and scheduling of water service (p=0.00). This result is in line with different findings for instance [19] say reliability and responsiveness are rated by customers as very important. The finding of [11] also indicates that access, reliability, communication were some of the factors that customer satisfaction was highly dependent on. From the total of 397 respondents about 351 were involved for this data survey. This is 88.4% of targeted sample size. Sample size used to run logistic analysis is satisfactory. [20] and [21] recommended sample size for logistic regression analysis not to be less than 100 otherwise the result will be misleading. A minimum of 50 cases per independent variable is recommended. According to the table above the estimated model becomes: Where; Y  Satisfaction, X 1  Courtesy of staffs, X 2  Schedule of Water, X 3  Water Color, X 4  Billing accuracy, X 5  Water Smell, X 6  Water test, X 7  Water pressure, X 8  Water continuity From the model it can be seen that, all eight variables are positively related to customers' service satisfaction because of positive sign and the odds ratio for Courtesy of staffs, Schedule of Water, Water Smell, Water pressure and Water continuity is greater than 1.
doi:10.31695/ijerat.2020.3656 fatcat:2c3liigzizbedove6bhlum7ijy