ANALYSIS OF CONSUMER COOPERATIVE SOCIETIES’ SERVICE QUALITY AND MEMBERS’ SATISFACTION IN WEST SHOA ZONE, OROMIA REGIONAL STATE, ETHIOPIA ANALYSIS OF CONSUMER COOPERATIVE SOCIETIES’ SERVICE QUALITY AND MEMBERS’ SATISFACTION

Abstract

A consumer cooperative is a cooperative business owned by its members for their mutual benefit.
Members hope to get benefit from consumer cooperatives in respect of fair prices, quality products and
reliable services. This study was conducted to assess the quality of service provision by consumer
cooperative societies and the members’ satisfaction on the service given by consumer cooperative
societies in west shewa zone Oromia regional state. 181 respondents were identified by using a simple
random sampling technique and Cross-sectional survey was used for data collection using questionnaire
and Focus Group Discussion and the data was analyzed using descriptive statistics such as mean,
percentage and also correlation analysis to study relationship exist between service quality and members’
satisfaction on the service of the consumer cooperative. The findings indicated that there was significant
discrepancy between the members’ expectation and perceived services on all items categorized under
five service quality dimensions. Result of the study revealed that members’ satisfaction on the service of
the consumer cooperatives was found at quite satisfied rank level. And also results of the correlation
between members’ satisfaction on the services of consumer cooperatives and the quality of service
showed positive relationship (r =0.445 empathy to r =0.532 Assurance) with moderate correlation level
of strengthen. To solve members’ service expectation and service perception discrepancy in consumer
cooperative societies, and to enhance the members satisfaction on the service giving of consumer
cooperative societies, all the concerned body like cooperative promotion office, the government and
management bodies of the consumer cooperatives should work on the issue in collaboration manner.