Assessing the Satisfaction of Exploration Companies, Exploring Gold and Base Metal, with Services Provided by Ministry of Mines and Petroleum of Ethiopia
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Date
2019-03
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Addis Ababa University
Abstract
The mining sector remains to be one of the priority sectors for Ethiopia’s second growth and transformation plan (GTP II). One of the strategic directions put forward to achieve this plan is attracting foreign direct investment for exploration and extraction of minerals. However, there is an annual decline in application for exploration licenses by foreign exploration companies since 2013.
Assessing existing exploration companies level of satisfaction is crucial in retaining existing exploration companies and attracting new ones. Not conducting a periodic customer satisfaction survey in any organization may make the organization to speculate or interpret areas for service improvement based on the organizations own assessment of its services. Therefore, it is the purpose of this research to measure the satisfaction level of existing foreign exploration companies with services provided by mineral licensing and administration directorate. The study applied a mixed research method by collecting both qualitative and quantitative data from foreign and joint venture exploration companies through survey and qualitative data collected by means of semi structured interview from three key informants from Ministry of Mines of Ethiopia. Descriptive data analysis was conducted on the reliability, responsiveness, communication, service accessibility and facility service dimensions for the services provided by mineral licensing case team, mineral license administration case team and mineral licensing and administration directorate. And based on the level of importance attached to the service dimensions an importance-performance analysis (IPA) was conducted to identify priority areas for service improvement.
The research findings showed that 50% of foreign and joint venture exploration companies exploring gold and base metal are dissatisfied with the reliability and responsiveness service dimension of mineral licensing and mineral license administration case teams’ services. Reducing the service delivery time, putting a simplified procedure in place and making available up-to-date information that inform applicants everything that they had to do in order to get mining related service are priority areas for improvement identified by the exploration companies. The limitation of study is its generalizability to minerals other than gold, exploration company types and organizations.
The impact of factors such as infrastructure, political stability and local community relations on exploration companies could be potential research areas.
Description
A thesis paper submitted to graduate program of AAU in partial fulfillment of the requirements for the degree of Masters of Business Administration [MBA] in Management
Keywords
Foreign and Joint venture, Gold and base metal, Service Satisfaction