ANALYSIS OF CUSTOMER SATISFACTION ON ELECTRICITY AVAILABILITY AND USE, THE CASE OF HOSSANA TOWN SOUTH NATION NATIONALITIES AND PEOPLES REGION, ETHIOPIA

Abstract

The main objectives of this study were to examine urban households’ electricity access, to analyze urban households’ intensity of electricity use and evaluate households’ satisfaction level on electricity availability and use in Hossana. Primary data collected from 384 sample households selected through two-level mixed-method sampling techniques. First, two sample kebeles that have densely populated and electric access were selected purposively. Second, sample households were selected using a simple random sampling technique. The primary data was also supplemented by secondary data. Both descriptive and econometrics models were used for analysis. A double hurdle model was used to identify factors affecting urban household’s electricity access and intensity of electricity use. Descriptive statics which was ordered by the Likert scale was used for measuring the level of customers’ satisfaction. Household income, family size, educational level and house own had positive and significant effects on electricity access. Household income and electricity price affected intensity of electricity use positively and significantly whereas the marital status, educational level and owning a house affected negatively and significantly. On the other hand, the result of the descriptive statics showed that only about 11.6% and 47.4% households were satisfied and dissatisfied by the use of electricity respectively, about 41% of households were neutral. The Government and other concerned bodies should invest seriously in infrastructure in the power sector to achieve satisfaction level of households and give attention to better expand awareness of the electricity uses