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

Abstract

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, edited 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.