Browsing by Author "Kiros, Mihret"

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    Factors affecting customers Satisfaction on Tap Water Service Delivery in Addis Ababa Water and Sewerage Authority the Case of Guard Shola Branch
    (Addis Ababa University, 2019-05) Kiros, Mihret; Belayneh, Temesgen (PhD)
    This study presents the factors affecting customers’ satisfaction on tap water service delivery in Addis Ababa Water and Sewerage Authority: the case of Guard Shola branch. The general objective of the study was to evaluate factors affecting customers’ satisfaction on tap water service delivery in Addis Ababa Water and Sewerage Authority: the case study of Guard Shola branch and suggest best practice that enhances the Authority marketing management system. Quantitative data collection method was used to collect data from customers of Guard Shola branch; then data was gathered using a questionnaire and an interview mainly regarding service delivery and customer satisfaction. The sample size of the study is 120 (100 questionnaires and 20 interview) customers who get a service from Guard Shola branch. The variable used in this research were continuous water supply service, timely response for customers request, customer handling, materials supply, up to date technology and skilled manpower (independent variables) and customer satisfaction (dependent variable). The sampling technique used was simple random sampling. Self-administered close ended five point likert scale questionnaire was used to collect data from customers. Statistical package for social science (SPSS) version 20 was used for the data analysis. The interview method was analyzed using Excel worksheet to summarize the data. Cronbach alpha coefficient was calculated to check the reliability and validity of the questionnaire. The Pearson correlation analysis indicated a positive relationship between service delivery dimensions (continuous water supply service, timely response for customers request, customer handling, materials supply, up to date technology, skilled manpower) and customer satisfaction and also there is a positive relationship between service delivery dimensions themselves. Multiple regression analysis result showed that the R2 for the model summery of the six service delivery dimensions (continuous water supply service, timely response for customers request, customer handling, materials supply, up to date technology, skilled manpower) was .975 which implies that 97% of the variance in customer satisfaction is explained by the service delivery dimensions. Therefore, continuous efforts should have to make by Addis Ababa Water and Sewerage and by the government in providing potable water supply to the rapidly growing of the city population.