The Effect Of Public Water Service Delivery On Households’ Satisfaction: The Case Of Urban Water Supply Service In Selected Small Town In West Shoa Zone, Oromia Regional State, Ethiopia

Abstract

This study examined effect of public water service delivery on households’ satisfaction of urban water supply service in selected small town in west shoa zone, oromia regional state, Ethiopia. Specifically, the study tried to examine the effect of perception of households toward water quality, continuous water service, timely response for households request, cleaning and maintenance service and availability of water supply materials to household satisfaction. The target population of the study includes urban residents of the both bako tibe and ejersa lafo districts. Purposive sampling technique was used to draw sample from the population. Data was collected by using questionnaires and distributed to 191 respondents; however, from 191 questionnaires, only 172 questionnaires were successfully collected for the data analysis. The collected data was analyzed through descriptive and inferential statistics. The cronbach’s alpha reliability test, which can ensure high reliability result, was conducted. The correlation coefficient result showed that, there was a relationship between household satisfaction and perception of households toward water quality, continuous water service, timely response for household’s request, cleaning and maintenance service and availability of water supply materials to household satisfaction. The chi-square test of association result showed that, perception of households’ toward water quality, continuous water service, timely response for households request, cleaning and maintenance service and availability of water supply materials was statistically significant associated with households’ satisfaction. Findings from the binary logistic regression analysis found that, perception of households’ toward water quality, continuous water service and availability of water supply materials affecting households’ satisfaction positively and significantly. Accordingly, this study recommends that, for both districts, the water mineral and Energy office should bring quick improvement related to public water service delivery by increasing additional water source, decreasing water pipe leakage, changing old water pipes and maintaining quickly broken water pipes. Additionally, by digging deep shallow wells and continuously using mass medias to teach the people not to use the tap water improperly.