Measuring Customers’ Experience: A Survey of Graduate Students’ Satisfaction at Addis Abeba University

Abstract

This study applies service quality and customer satisfaction theory to the field of education and particularly to postgraduate studies. The aim of the research presented here is to measure students’ satisfaction at the Addis Ababa University across wide ranging educational experiences. A sample of 126 students was considered for analysis with an approach adopted from student satisfaction inventory by Noel-Levitz and graduate students satisfaction survey in European University was used in order to reach this aim. The necessary data was gathered from self-administered questionnaire and interview done with concerned parties. Descriptive method research was employed. The findings indicate that there is a high level of dissatisfaction among students particularly regarding infrastructural requirements and helpfulness of staff in various sections of the university. Areas of satisfaction are also highlighted. There is evidence to confirm that some issues raised in the focus group discussion of the strategic planning committee were addressed too. Various strengths and weaknesses are identified by students. Whilst the comprehensive range of data produced is very informative students suggest that the study should cover only few areas at a time.