Determinants of Student and Staff Satisfaction with Services at Dilla University, Ethiopia: Application of Single and Multilevel Logistic Regression Analyses

Abstract

The purpose of this study is to assess the level of student and staff satisfaction with current services offered by Dilla University, Ethiopia. The exploration and identifications of possible factors related to academics, non-academics and resource availability in terms of level of student and staff satisfaction across various programs/departments were the major objectives. The study was based on a cross sectional survey. A well-structured questionnaire has been administered on a stratified sample of 710 students and 177 academic staff of Dilla University at two different campuses, the new and main campus. Factor analysis, binary and ordinal logistic regression analyses and multilevel models were employed. Based on the results of factor analysis on student perceptions, major constructs were identified. Moreover, the results of the binary and ordinal logistic regression analysis, indicated statistically significant predictors of student and staff satisfaction in the University. Conversely, the results of the random intercept multilevel logistic regression suggested that there exist significant differences in student satisfaction among departments in Dilla University. The outcome of this study can be used by Dilla University as a guide for determining the level and quality of various services the University should provide to its students and staff. The outcome can also be used by the management of the university in order to at least raise the level of satisfaction of less satisfied students by providing better services to departments where these students belong. The paper attempts to identify important determinants of staff and student satisfaction with services at Dilla University as reported by staff and students of the University.