Service quality and customer satisfaction are very important concepts that water enterprises must understand and measure from the customers' perspective to satisfy their needs. The main objectives of this research were to assess the level of customer satisfaction on urban water supply services of Southern Region, Ethiopia, and identify major determinants. Quantitative data were collected from 8,413 customers in seventeen towns, using a questionnaire based on the SERVQUAL model. Qualitative data were collected from customers via focus group discussion, and interviews were used with utility employees and officials. The results showed 47% of customers were satisfied with the water supply enterprise services, while 43% were dissatisfied for various reasons. The customer satisfaction score was below the acceptable level for all service quality dimensions, and understanding of customers, communication, and responsiveness were far below the benchmark. The correlation analysis revealed the existence of a monotonic, positive relationship between customers' total satisfaction and service quality dimensions. The proportional odds model indicated that total customer satisfaction was highly dependent on the nine service quality dimensions used in this research.
This study aimed at assessing the level and determinants of students' vulnerability to attrition in Arba Minch University, Southern Ethiopia using a random sample of 547 students. The study revealed that, out of 547 sample students, 207 (38%) students were found highly vulnerable to attrition, 51 (9%) students were moderately vulnerable and the remaining 289 (53%) were not vulnerable. From highly vulnerable categories of students, 132 (64%) were female, while 75 (36%) were male students. With respect to place of origin, out of 207 highly vulnerable students, 119 (57%) of students were from rural areas where as 88 (43%) of students were from urban areas. In addition, 40% of students who were placed to a study program without their interest were highly vulnerable. The study also revealed that first year students are more likely vulnerable to attrition than second and third year students. Logistic regression result revealed that gender, students' satisfaction, study hours, monthly income and faculty of study significantly affect students' vulnerability to attrition. So, to reduce the number of unfinished degrees and reduce vulnerability to attrition, leaders of higher institution should give due attention to students' program placement, tutorials for female students and provision of better student services.
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