COLLEGE OF NATURAL AND

COMPUTATIONAL SCIENCES

DEPARTMENT OF STATISTICS

ASSESSSING STUDENTS SATISFACTION TOWARDS SERVICES PROVIDED BY

BULE HORA UNIVERSITY CLINIC (IN CASE OF NATURAL AND
COMPUTATIOONAL SCIENCE COLLEGE)

A SENIOR RESEARCH PROPOSAL FOR PARTIAL FULFILLMENT OF THE

REQUIREMENT FOR THE BACHELOR OF SCIENCE DEGREE IN STATISTICS

BY:-

1. Tewodros Kasahun
2. Bontu Jiregna
3. Abdeta Emana

ADVISOR: OLANA A. (MSc.)

NOVEMBER, 2020

BULE HORA, ETHIOPIA

 Table of Contents Page
Acronyms..............................................................................................................................................III
Abstract................................................................................................................................................IV
CHAPTER 1.............................................................................................................................................1
1. INTRODUCTION.................................................................................................................................1
1.1 BACK GROUND OF THE STUDY...........................................................................................1
1.2. Statement of the problem............................................................................................................2
1.3. Objectives of the study...............................................................................................................3
1.3.1. General objective.................................................................................................................3
1.3.2. Specific objective.................................................................................................................3
1.4. Scope of the study.......................................................................................................................3
1.5. Significance of study..................................................................................................................3
CHAPTER 2.............................................................................................................................................4
2. LITRATURE REVIEW............................................................................................................................4
3. METHODOLOGY.................................................................................................................................7
3.1. Description of the study area......................................................................................................7
3.2. Target population........................................................................................................................7
3.3. Source of data.............................................................................................................................7
3.4. Sampling design.........................................................................................................................7
3.4.1. Sampling method.................................................................................................................7
3.4.2. Sample size determination..................................................................................................8
3.4.3 PILOT SURVEY.......................................................................................................................9
3.5. Study variables...........................................................................................................................9
3.5.1. Dependent variable.............................................................................................................9
3.5.2. Independent variables.........................................................................................................9
3.6. Methods of data analysis...........................................................................................................10
3.6.1. Descriptive statistics..........................................................................................................10
3.6.2. Analysis of Inferential statistics..........................................................................................10
3.6.2.1 Chi-square test...............................................................................................................10
3.7.1. Binary Logistic Regression.................................................................................................11
3.7.2. Odds Ratio.........................................................................................................................11
3.8. Assessment of Model Adequacy...............................................................................................11
3.8.1. Overall Goodness of fit of the model (Model Diagnostics)................................................12

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 3.9. Test of significance of an individual predictor..........................................................................14
3.10. Test of the overall goodness of fit..........................................................................................15
CHAPTER FOUR....................................................................................................................................16
4. Budget breakdown and work plan...................................................................................................16
4.1 Work plan..................................................................................................................................16
4.2 Budget Break Down..................................................................................................................17
Reference............................................................................................................................................18
APPENDIX............................................................................................................................................20

II
 Acronyms
WHO - World Health Organization

MOH - Ministry of Health

NHS - National Health Survey

KNH –Kenyatta National Hospital

DOH – Department of Health

III
 Abstract
Patient satisfaction is an important and commonly used indicator for measuring the quality of
health care service. This study will be intended to assessing the satisfaction of students and
investigating the factors that affect satisfaction of students towards service provided by Bule
Hora University clinic. The sample for this study will be obtained through structure/semi-
structure questionnaire using stratification sampling technique. In this study the dependent
variable will be satisfaction of the students towards services provided by Bule Hora University
clinic and the independent variables included will be gender, place of residence, age, workers
behavior, sufficient service, drug supply, ethnicity and waiting time. Both descriptive and
inferential statistics are used to analyze the data. Chi-square test of independence and binary
logistic regression model are applied to check the association between student satisfaction and
factors affecting level of satisfaction.

Key words: - student satisfaction, Chi-square test of independence and binary logistic regression
model.

IV
 CHAPTER 1

1. INTRODUCTION

1.1 BACK GROUND OF THE STUDY

Patient satisfaction can be defined as a state of pleasure or contentment with an action, event or
service, especially one that was previously desired, Hornsby A.S and Crouther, J., 2000. It is one
of the established yardsticks to measure success of the services being provided in the hospitals
Tallurusreenivas, G.Prasad, (2003). It is considered as one of the desired outcomes of health care
and it is directly related to the utilization of health services, Abede Bekele and Girum Taye,
(2008). Improved socioeconomic status and easier access to medical care has led to high
expectations and demands from consumers of hospital services Reena Kumar, (2003).

Satisfied patients show improved compliance, continuity of care and ultimately better health
outcomes resulting from trustful and dependable contact with their physicians Ahmad I, UdDin
S, (2010).

Patients’ satisfaction is a key criterion by which the quality of health care services is evaluated
Young et al.,(2000). Patients expectation of care and attitudes towards health care system greatly
contribute to satisfaction, other psycho-social factors, including pain and depression are also
known to contribute to patient satisfaction scores Isenberg SF and Stewart MG, (1998).

Measuring patient satisfaction has become an integral part of hospital management strategies
across the world (WHO, 2000). The patient satisfaction perspective of hospital care had gained
more attention in recent years and studies have shown that patients are most satisfied with
interpersonal interactions, such as staff-patient relationships. According to WHO, the health and
well- being of people depend on the performance of the health system and assessment of
patients’ satisfaction level, as part of health system responsiveness is one of the indicators for
measuring performance of health system.

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Patient satisfaction is top of mind today for most health care organizations from hospitals to
physician practices to home health care agencies, Merlino JI and Raman A (2013).

Patient’s satisfaction is influenced by a number of factors and according to Peprah (2014), the
following factors play a critical role in the satisfaction of patients; the attitudes of nurses toward
patients, the capacity to deliver prompt service without wasting time, ability to disseminate
information to patients and the availability of up to-date equipment. Others include the hospital’s
ability to render reliable service, the patience of the doctor to clearly explain what was wrong
with patients before giving treatment, providing patients with detail information about their
medication, and attractiveness and cleanliness of the hospital.

Meeting the needs of the patient and creating healthcare standards are imperative to achieving
high quality services Ramachandran and Cram, (2005). This makes a patient to be the center of
healthcare’s quality agenda Badri et al., (2007). Customers determine the perceived or cognitive
value of service based on their experience with the service delivered. Patients’ expectations,
service delivery process and service outcome have an impact on perceived health service quality.
However, the Kenyan public health sector, like other developing countries, is plagued by uneven
demand and negative service-quality perceptions. The situation is compounded by absent
essential medications, long journeys to service delivery points and long wait times.

Health system factors play an important role in shaping clients’ preconceived negative attitudes
and dissatisfaction with healthcare services, providers and healthcare itself hence the need to
evaluate the quality of care has to be evaluated also through the patient’s eyes.

1.2. Statement of the problem

Poor customer service decreases patient satisfaction and increases inefficiency Girma,
et al., (2008). In KNH, the largest referral hospital in Kenya, over 50% of patients
rated the quality of the health services provided as poor Wanjau and Wangari, (2012).
Poor health service perceptions by clients has been linked to some patients bypassing
public hospitals for an alternative provider and spreading negative word of mouth
which affects potential clients and growth of the facility, Nwankwo et al., (2011). A
study by Nyongesha et al. (2013) indicated that close to 50% of clients preferred

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public service mainly due to lower costs and not good quality of services in the
facilities.

This study examines the satisfaction of students toward the health care services.
 What is the level of patient satisfaction with health services provide by the clinic?
 What are the influential factors that affect patient satisfaction?
 How much students are satisfied with the service given by the clinic?
 What are the patient perceptions on quality of health service?

1.3. Objectives of the study

1.3.1. General objective

The general objective of the study is assessing satisfaction of students toward service provided
by Bule Hora university students’ clinic.

1.3.2. Specific objective

 To identify customers satisfaction level

 To identify the association between satisfaction of students and predictor
variables.
 To determine the number of students who are satisfied with services provided by
Bule Hora university student’s clinic.
 To identify the problems that users encountered when involved in the clinic
services.

1.4. Scope of the study

This study will be limited to natural and computational sciences graduated class in order to
identify the students’ satisfaction towards the services provided by Bule Hora university
students’ clinic.

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1.5. Significance of study

The study is important because it enables to know schemes of Bule Hora University students’
clinic and also in order to improve service area and facilities for student. It is also important to
take measurement for those factors which affects the satisfaction of students on the health care
service and identify the case and consequence of these problems of the students. Finally address
the real problem of the university clinic.

CHAPTER 2

2. LITRATURE REVIEW
Healthcare industries have seen recent movements towards continuous quality improvement and
this has gained momentum since 1990 and according to Donabedian’s declaration for
incorporating patient perception in to quality assessment, healthcare managers thus incorporate
patient centered care as a major component in the healthcare mission.

The healthcare managers that endeavor to achieve excellence take patient perception in to
account when designing the strategies for quality improvement of care. Recently, the health care
regulators shifted towards a market-driven approach of turning patient satisfaction surveys in to a
quality improvement tool for overall organizational performance, Al-Abri, Rashid, and Amina
Al-Balushi, (2014).

In 1996, evaluation of patient satisfaction was mandatory for all French hospitals. Laurent et al,
(2006) conducted a study in a tertiary teaching hospital in France aiming to assess the opinions
of clinical staff towards the effect of in-patient satisfaction surveys on the quality improvement
process. A favorable result of 94% revealed that the patient was able to judge hospital service
quality, especially in its relational, organizational and environmental dimensions.

In Germany, measuring satisfaction has been required since 2005 as an element of quality
management reports. Since 2002, the department of health (DOH) has launched a national survey
program in which all NHS trusts in England have to survey patient satisfaction on an annual
basis and report the results to their regulators.

4
A recent study from Bangladesh reported that the most powerful predictor for client satisfaction
with health services was behavior, especially respect and politeness Jorge MA, et al (2001).

A study conducted in South Africa revealed lack of communication and relevant messages to
patients were identified as an important issue impacting on quality thus affecting client
satisfaction. Highest satisfaction rate (82.7%) in this study may be attributed the way the doctor
examined the clients. This high result could be expected in the study area hospital as it is a
teaching center so that health professionals at different level are expected to demonstrate the
standard way of patient examination. In contrary the lack of respect and courtesy were among the
major reason Assefa, et al., (2011)

In a study conducted in South Africa, the comments made about the poor quality of the
relationships with the practitioner included: lack of empathy, mistreatment, lack of respect and
lack of communication Rosen, et al.,(2015).
Therefore, measurement of patient satisfaction is a legitimate indicator for improving the
services and strategic goals for all healthcare organizations.

In Ethiopia the low level of socio-economic development resulting low standard of living, poor
environmental conditions and low level of social services has been the major causes for a poor
health status of the people MOH, (2009).Satisfaction level of Jimma University clinic was 77.0
% and this is higher than reports from other studies conducted in Jimma referral hospital and in a
Mozambique Hospital which showed 57.1% and 55%, respectively, Olijera L. and Gebresilase
(2001) and Newman D, et al., (1998). This level of satisfaction is also higher when compared to
studies conducted in the hospitals of the Amhara region which showed satisfaction level of
22.0% Dagnew M, et al. (1997, 2002). The study has revealed that lack of drugs and supplies in
the hospital pharmacies was the major problem, where about 70% of the clients with prescription
paper for drugs did not get some or all of the ordered drugs from the Hospital's Pharmacy. As it
has been indicated in the result, dissatisfaction because of lack of drugs in the hospital's
pharmacies was statistically significant with payment status, where about 39% of the clients from
urban areas and about 47% of the paying clients were dissatisfied because of it. Many studies

5
have also indicated that patients equate availability of drugs with high quality services Brawley
Margaret, (2000).

Several studies conducted in Out Patient Departments of different hospitals in Ethiopia revealed
client satisfaction level ranging from 22.0% in Gondar to 57.1% in Jimma. Long waiting hours
during registration, visiting of Doctors after registration, laboratory procedures and re-visiting of
the Doctor for evaluation with laboratory results failure to obtain prescribed medications from
the hospitals' pharmacies and difficulty to locate different sections were the frequently faced
problems affecting as to this study, 37.2% of the clients were dissatisfied by the overall waiting
time to get the services. This is higher than the finding reported earlier in Jimma hospital which
showed 20.4% of the clients have reported long waiting time Olijera L, and Gebresilasse, (2001).
This higher dissatisfaction rate with waiting time could be attributed to the increased number of
clients. However, the dissatisfaction rate with waiting time to receive the services in the study
area is lower compared to the waiting time in the study in Tigray Zonal hospitals where 43.2%
dissatisfaction rate was reported, Girmay A, (2006).

6
 3. METHODOLOGY

3.1. Description of the study area

The study will be conducted in Bule Hora University. Bule Hora University is located in the
southern part of the capital city of Ethiopia on the distance of 467km. The altitude of the study
area range from 500 m to 2500 m. The climate condition of area study highlands 34%, middle
land 55% and lowland 11%. The annual temperature range is 15°c land rainfall range from 500
mm to 1250mm.

7
3.2. Target population

The target population for this study will be all graduate class students found in the College of
Natural and Computational Sciences.

3.3. Source of data

The primary source of data will be collected through structured questionnaire.

3.4. Sampling design

3.4.1. Sampling method
Sampling technique is a system of taking small ratio of observation from a large population with
the aim of getting information of those large populations from the sampled observation by using
some sampling technique. In order to get representative sample, the researcher will be used
Stratified random sampling.

The main reason for using stratified sampling is to treat population in different groups or for
separate estimate. Since there are seven department in Natural and Computational Sciences, each
department is taken as different group. The populations of N unit are categorized in to sub
divisions or strata of N 1 , N 2 , N 3 , N 4 , N 5 , N 6∧N 7 .

Where

N 1−¿ is the total number of biology students.

N 2−¿ is the total number of chemistry students.

N 3−¿ is the total number of physics students.

N 4 −¿ is the total number of mathematics students.

N 5−¿ is the total number of sport science students.

N 6−¿ is the total number of geology students.

N 7−¿ is the total number of statistics students.

8
3.4.2. Sample size determination

Determining sample size is very important issue, because sample that is too large may be waste
time, resource and money while sample too small may lead to inaccurate results.  Appropriate
sample size is one of the means of gaining high precision. In this study the sample size will be
determined by using proportional allocation.

Then the formula for sample size is:-

Z 2a /2∗Ph∗Qh
n0 = ..........................................equation (3.1)
d2
Where:

Qh=1-Ph

Zα/2 - is desired level of confidence.

 Α - is level of significance of the test,

 d - is the marginal error,
 Ph - proportion of each sample, who have satisfied.
 Qh - proportion of each sample, who have not satisfied.
no
 If ≤ 5% then we will use n =n0 and
N
no
 If >5% then our formula is given by:
N
n0
n=
n0 -------------------------------------equation 3.2
1+
N
Where,

 h =1, 2, 3, 4, 5, 6, 7
 N = total population ( N 1 + N 2 + N 3 + N 4 + N5 + N6 + N7)
 n = sample size

9
n h= ( NN )∗n
h

nh=n*Nh/N ………………………………(3.3)

Where:
 nh is sample size of each stratum of the population.
 Nh is total number of population in each stratum.

3.4.3 PILOT SURVEY

The researchers will be use a Pilot survey in order to predict appropriate P2.

3.5. Study variables

3.5.1. Dependent variable

Satisfaction of students’ toward service provided by Bule Hora university students’ clinic

Y= {0 ,if1 , ifnotsatisfied
satisfied

3.5.2. Independent variables

 Age
 gender
 Ethnicity
 Place of Residence
 Worker’s sufficient service
 Waiting time to get service
 Drug supply
 Behavior of health workers

3.6. Methods of data analysis

Data will be analyzed using both descriptive and inferential statistics.

1
0
3.6.1. Descriptive statistics

Descriptive statistics is a method of collecting, organizing, presenting and analyzing data. It

describes the data collected through charts, frequency distribution and statistical graphs.

3.6.2. Analysis of Inferential statistics

It is the branch of statistics concerned with using sample data to make an inference about a
population of data. It consists of generalizing from samples to populations, performing
estimations and hypothesis tests, determining relationships among variables, and making
predictions.

3.6.2.1 Chi-square test

The chi-square test statistics is can be used to evaluate whether there is an association between
variables Test statistic is given as:

2
R c
(O ij −Eij )2
x cal=∑ ∑
i=1 j=1 Eij

Where: O ij = ith row and jth column observed frequency

Eij = ith row and jth column expected frequency

Assumptions of chi-square independence tests:

 The data are obtained from a random sample.

 The expected value in each cell must be 5 or more.
 The population must be normally distributed for the variable under study.
 The observation must be independent of each other.

3.7.1. Binary Logistic Regression

Binomial or binary logistic regression is the form of regression which is used when the
dependent variable is dichotomous. In binary logistic regression the independent variable can be
continuous or categorical, but the dependent variable must be categorical. In this study the

1
1
dependent variable contains dichotomous categorical variable. Binary logistic regression will be
appropriate for this study.

Model:

p
= exp(β0+β1X1+…+βkXk)
1− p

Where:

 p-the probability of success

 1-p the probability of failure
 β0 - is constant term
 Xi- is the ith independent variables
 βi– coefficient of ith independent variables

Assumption of logistic regression

 The categories must be mutually exclusive and exhaustive; a case can only be in one
group and every case must be a member of one of the groups.
 Larger samples are needed than for linear regression because maximum likelihood
coefficients are large sample estimates. A minimum of 50 cases per predictor is
recommended.

3.7.2. Odds Ratio

The odds ratio is simply the ratio of the probabilities for the two possible outcomes. If p is the
probability that the event will occur, then 1 –p is the probability that the event will not occur.

p
odd=
1− p

3.8. Assessment of Model Adequacy

After the model is fitted the next important step is checking the model adequacy. Assuming that
we are preliminarily satisfied with the final model (model contains variables in their correct

1
2
functional form) the objective will be to look at how closely model fitted responses approximate
observed responses. There are several steps involved in assessing the appropriateness, adequacy
and usefulness of the model. First, the overall goodness of fit of the model is tested. Second, the
importance of each of the explanatory variables is assessed by carrying out statistical tests of the
significance of the coefficients.

3.8.1. Overall Goodness of fit of the model (Model Diagnostics)

The goodness of fit or calibration of a model measures how well the model describes the
response variable. Assessing goodness of fit involves investigating how close values predicted
by the model are to the observed values.

a). Likelihood-Ratio test

We use likelihood ratio test for checking the significance of the overall model and the significance of
individual parameters in the model. Likelihood ratio test is based on comparing the
log-likelihood value of two different models; one with p explanatory variables sometimes called
saturated model and the other with j where (j˙p) explanatory variables. In most cases the comparison is
made between the log likelihood of the saturated model and the log likelihood of
intercept only (in the absence of explanatory variables) model. If this difference is statistically
significant, then the less restrictive model (the one with more variables) is said to fit the data
significantly better than the more restrictive model. The likelihood ratio test statistic is given as
follows:

G 2=¿

Where, L0 is the likelihood of the null model or constant only model and L1 is the likelihood of

the saturated model or the model containing p predictors.

Under the global null hypothesis, H 0 : β 0=β 1=…=β p =0 the statistic G2 follows a chi-square
distribution with p degrees of freedom and measures how well the independent variables affect

1
3
the response variable, Hosmer and Lemeshow (2000). The null and alternative hypotheses may
be stated as:

H0: The model is not a good fitting model (i.e. the predictors do not have a significant effect).

H1: The model is a good fitting model.

b).The Hosmer–Lemeshow Test

The Hosmer-Lemshow goodness-of-fit test is used to assess whether the number of expected
events from the logistic regression model reflect the number of observed events in the data. The
data are ranked according to the predicted probability of the outcome from the model that is
being evaluated Data are commonly grouped into deciles, but other groupings can be used as
well. Within each group the expected number of outcomes, sum of predicted probabilities, is
compared to the observed number of outcomes. This is evaluated by the following formula:

K 2
( Oi −ni ṕ i)
^
HL=∑ 2(k-2) ---------------------------equation 3.5
i=1 ni ṕi (1− ṕ i )

Where
O i- is the number of observed outcomes, events, in group i

ni - is the number of observations in group i

ṕi- is the average predicted probability in group I and

K- is the number of groups

The above formula is referred to as the Hosmer-Lemshow test statistic, ^

HL, which is
approximately distributed as a chi-square with K-2 degrees of freedom.

The hypothesis to be tested:

Η 0: The model is good fit

Η 1: The model is not good fit

C. Cox and Snell R2

1
4
Cox and Snell's R2 is based on calculating the proportion of unexplained variance that is reduced
by adding variables to the model.

There is major problem with Cox and Snell’s R Square, however, which is that its maximum can
be less than 1.0, making it difficult to interpret. That is why Nagelkerke’s developed a modified
version of Cox and Snell’s measure that varies from 0 to 1.Both Cox and Snell and Nagelkerke’s
R square are less measure than the ordinary adjusted R square.

2
TheformulaforCoxandSnell’sR2 is: R2CS =1-exp [- [LL (B)-LL (O)]]
n

Where:- -2 LL (O):-is the log likelihood for the empty model and

-2LL (B):-is the log likelihood for the model with the independent variables.

D. Nagelkerke’s R2

Nagelkerke's R2 will normally be higher than the Cox and Snell measure. Both of these Pseudo
R2 measures will tend to be lower than traditional ordinary least squares R2 measures.

As we can see, Nagelkerke’s measure gives us a higher value than does Cox and Snell’s as we
would expect. We also said earlier that Nagelkerke’s measure was a correction of Cox and
Snell’s, allowing the measure to use the full 0-1 range, so we will prefer to use this one.

Nagelkerke's R2 divides Cox and Snell's R2 by its maximum, giving us the formula:

R 2 CS
R2N= , Where- R2MAX=1-exp [2(n-1) LL (O)]
R 2 MAX

3.9. Test of significance of an individual predictor

The Wald Statistic
The Wald test, analogous to the t-test in linear regression, is used to test the statistical
Significance of each coefficient (β) in the model. The test statistic is a chi-square statistic with a
desirable outcome of non-significance, indicating that the model prediction does not significantly
differ from the observed. The Wald statistic is the ratio of the regression coefficient to the
square of the standard error of the coefficient and is asymptotically distributed as a chi-square

1
5
distribution, Menard (2002).
The hypothesis to be tested is:
H0: βj = 0 Versus H1: βj ≠ 0, j = 1, 2, ..., p at alpha level of significance.
The Wald test statistics, Z for this hypothesis is:
2
^β j
2
z=
[ ]
SE ( ^β j )
χ 2 (1)Where , ^β 2j is the square of the estimated regression coefficient and SE( ^β j ) is

the standard error

of ^β j or square root of Var( ^β j ). The likelihood ratio test is more reliable for small sample sizes
than the Wald test, Agresti (2002).

3.10. Test of the overall goodness of fit

It is used to assess the overall goodness fit of the model. The likelihood ratio test looks at the
model chi-square (chi square difference) by subtracting deviance (-2LL) for the final (full) model
from deviance for the intercept-only model. The degrees of freedom in this test equal the number
of terms in the model minus 1 (for the constant). This is the same as the difference in the number
of terms between the two models, since the null model has only one term. Model chi-square
measures the improvement in fit that the explanatory variables make compared to the null model.
The likelihood ratio test is thus a test of the overall model. The overall test statistic for likelihood
ratio test is given as:

Lnull
2
Likelihood ratio test = G =−2 ln ( )Lk
=−2 ln ( ¿null −¿k )

Where, Lnull is the likelihood of the null model and Lk is the likelihood of the model comprising k
predictors.

Under the global null hypothesis, H0: β1 = β2 = ... = βp = 0 the likelihood ratio test statistic, G2,
follows a chi-square distribution with p degrees of freedom (Hosmer and Lemeshow, 2000).

1
6
 CHAPTER FOUR

4. Budget breakdown and work plan

4.1 Work plan

This study will take five months. The plans of this study will allocate for various activities of the
research as shown table.
No ACTIVITIES ACTIVITIES WILL BE DONE
FEBRUARY NOVEMBER DECEMBER
1 Title searching
2 Reporting title to department
3 Proposal identification and
proposal development
4 Data collection
5 Proposal defense and approval

1
7
 6 Research project writing
7 Preparing the material which is
used writing research project
8 Submitting the final project to the
department
9 Final presentation

4.2 Budget Break Down

In this study the following material cost will be appropriately available.

Table 4.2 material cost description.

No Description Unit Unit price Quantity Total price

1 Paper Packet 200birr 1 200
2 Pen Packet 500birr 1 500
3 Flash 16 GB 200birr 1 200
4 Calculator 1 180birr 1 180
5 Ruler 1 5birr 1 5
6 Pencil Packet 24birr 1 24
7 Printing Page 3birr 70 210
8 Photocopy Page .75birr 70 52.5
9 Material cost 1372.5
10 Miscellaneous 300
expense
11 Contingency cost 150
Total 1821.5

1
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 APPENDIX
BULE HORA UNIVERSITY

COLLAGE OF NATURAL AND COMPUTATIONAL SCIENCE

DEPARTMENT OF STATISTICS

Questionnaire

Dear respondent

We would like to appreciate your willingness to participate in the current senior research study.
The main objective of this research is to identify the satisfaction of students from health care
service given by Bule Hora university student’s clinic. We kindly request you to fill the entire
question with all information accurately, truthfully and honestly.

Instruction: for the following question please fill in the appropriate information and encircle the
answer to those questions in the form of choice that best describe for you.

1. Sex: A. Male B. Female

2. Age:____________________________________
3. What is your ethnic group? A. Oromo B. Tigre C. Amara D. other specify
4. Where is your residence back ground? A. Urban B. Rural
5. Your department ______________________________________
6. Do you think that the workers in the health center provide sufficient service?
A. Yes B. No
7. Is there any health worker that treats you with disrespect and bad behavior?
A. Yes B. No
8. Usually how much time you spent to get a service?
A. < 1hr B. 1-2hr C. > 2hr
9. Is there enough drug supply for students in the clinic?
A. Yes B. No
10. What is your overall satisfaction? A. Satisfied B. Not satisfied
11. If your answer is unsatisfied in the above question which problem is more effective on
your satisfaction?
A. Drug supply B. Waiting time C. workers behavior D. Other specify
12. Your overall comments about the sufficiency and quality of health care service given by
Bule Hora university_______________________________________________________
________________________________________________________________________

THANK YOU.