Veterinary Science & Technology

Assessment of Veterinary Clinical Service Quality and Farmers Satisfaction in Veterinary Clinical Service in and Around Gondar, North West Ethiopia

Abstract

Yitayew Demessie1*, Aschalew Tsega2 and Asnakew Mulaw2

Service quality and customer satisfactions are necessary concepts in veterinary service and its product provider sectors have emphasized. Veterinary clinics as service provider need to have improved quality service to satisfy their clients. The government of Ethiopia established veterinary clinics almost in each district to provide services to the farmers. A survey was conducted from February 2022 to July 2022 in University of Gondar, Koladba district and Gondar town veterinary clinics to assess the level perceived service quality and client satisfaction in veterinary clinics. A total of 398 clients were selected based on convenient sampling out of 55,000 clients in three veterinary clinics. Questionnaire was developed using SERVPERF model dimensions (tangibility, reliability, responsibility, assurance and empathy) to assess the existed service quality in these veterinary clinics. The result revealed that clients were received better services with reliability dimensions of service performance followed by empathy, assurance and tangibles while responsiveness dimension was the least and the grand mean for overall service quality was 4.02. Among three veterinary clinics, Gondar teaching clinic provide a quality service. The finding indicated, there was positive relationship between service quality dimensions (tangibles, reliability, responsiveness, assurance and empathy) and client satisfaction. Among dimensions, tangibility was the most important factor which influences overall client satisfaction. Furthermore, 64.6% of the variations in client satisfaction in the veterinary clinics were explained by the five dimensions of service quality. The majority of the clients believed that service quality as good and those clinics perform well even though still attention is needed in certain items. Government should give special attention for quality service in veterinary clinic. Veterinarians should give the necessary attention to the development of the service as it played a role in client satisfaction.