Ветеринарная наука и технологии

Client's Satisfaction and its Predictors with Delivery of Veterinary Services in Peri-Urban Area in North Western Ethiopia

Abstract

Birhan Agmas

Client satisfaction in veterinary service is seen as a desired outcome of veterinary services to assess the quality of health care for livestock. Hence, the objective of this study was to assess the perceived levels of customer satisfaction with veterinary service rendered inperi-urban areas, in North Western Ethiopia. In this study, a cross-sectional survey was undertaken from August to December 2018 with the purpose of assessing satisfaction of farmers/clients towards veterinary services in the study area. Multi-stage sampling technique was applied for selecting study districts and kebeles. Simple random sampling was used to select individual household veterinary services clients. A total of 422household service users were interviewed from three districts. The collected data was entered into Microsoft's Excel spreadsheet and analyzed by using the SPSS version 20.0. Statistical significance was taken at P–value ≤0.05 as cut of the point. The overall client satisfaction and dissatisfaction level with the veterinary health services in the study area was 24.88% and 75.12% respectively. Furthermore, satisfaction with the veterinary clinic service was found to have a significant association with service availability, service quality/ effectiveness, client needs met, vaccine availability, getting help, awareness campaign, consultancy service on animal husbandry practices and in-time availability of veterinary officers those. In conclusion, the survey analysis indicated that poor veterinary service clients’ satisfaction in northwestern Ethiopia and hence the veterinary service management should undertake this weak service and plan for a better service delivery.