Revista de Pesquisa e Desenvolvimento em Educação em Saúde

Assessment of Customer Satisfaction in Menelik II Health Science College, Addis Ababa, Ethiopia, 2018

Abstract

Girum Sebsibie Teshome, Fikirte Woldesilassie Woldeyohans, Elias Sebsebe Haile, Ergataw Kidane Alene

Background: Every organization must define customer satisfaction regarding their market. So customer satisfaction could not be defined only standard or quality of product. Customer satisfaction is about relationships between the customer and product or service and the provider of a product or service.

Objective: The objective of this study was to assess overall satisfaction levels Customers with the administration of Menelik II health Science College.

Methodology: A cross sectional study design was conducted from Dec, 2015 to Jan, 2016 in Menelik II Health Science College. The sample size includes Students (n=233), teachers (n=20), and administrative staffs (n=29) who were available at the college during the study period and randomly selected and included in study. Structured questioner was prepared to collect the data and data entry and analysis was done using SPSS version 23.

Results: The satisfaction of student was found to be 55.8%, 48.1%, 51.1%, and, 42.1% in teaching learning process, library service, and registrar and student services respectively. The satisfaction of teachers was similar (45%) with college management, Library and Registrar services; whereas 60% of teachers were satisfied on procurement, finance, and general service of the college. The satisfaction of administrative staff was 44.8% and 55.2% with college management and procurement, finance, and general service of the college respectively.

Conclusion: The overall level of students, teachers and administrative staff satisfaction was moderate. The college should consider mechanisms to improve the satisfaction of its customers.