CUSTOMERS’ SATISFACTION AND ASSOCIATED FACTORS ON SOLID WASTE COLLECTION SERVICE IN HARAR CITY, EASTERN ETHIOPIA

Abstract

Solid waste collection and disposal practices had a serious human health related problem. Community satisfaction on the practice of solid waste collection plays significant role for the success of the collection process. However, community’s satisfaction is not well explored in Harar, eastern Ethiopia. Objective: To assess customers satisfaction and associated factors on solid waste collection service in Harar town Eastern Ethiopia from September 1-30, 2023. Method: A community based cross-sectional study was conducted on 976 households in Harari region, Eastern Ethiopia. Data were collected using a pre-tested structured questionnaire utilizing kobo tool box by visiting each household and analyzed using SPSS version16. A multivariable logistic regression was used to explore the association between customer satisfaction and independent variables. To measure the association between dependent and independent variables, Crude and Adjusted Odd Ratios with 95% Confidence interval were calculated. Variable with pvalue < 0.05 considered as statistically significant. Result: The current study revelaed that only 39.1% (95% CI: 36.2 – 42.1) of customers were satisfied by solid waste collection service. Factors such as educational status [AOR=4.8, 95%CI (2.3, 9.88)], household income [AOR= 0.14, 95%CI (0.09, 0.23)], having family size of 4-6 [AOR=5.6, 95%CI (3.16, 10)], waste segregation practice [AOR= 2.5, 95%CI (1.7, 3.8)], availability of vehicles for waste collection [AOR=2.99, 95%CI (2.1, 4.5)], thinking waste pollute the environments [AOR=5.7, 95%CI (3.6, 8.9)], and awareness on solid waste collection system [AOR= 4.1, 95% CI (2.57, 6.5)] were significantly associated at p value < 0.05 with customer satisfaction. Conclusion: Nearly three out of five customers are dissatisfied with the service. Educational status, monthly income, family size, waste segregation practice, availability of vehicles for waste collection, thinking that solid waste can pollute environment, and awareness on solid waste collection system were the associated factors. Improving solid waste collection service by increasing the personnel and vehicles is needed