Contributions of the Testing Center, AAU, in outreaching the Community

Abstract

The major objective of this research is to explore the community outreach engagements of the Addis Ababa University Testing Center and assess the level of satisfaction of public and private client organizations/stakeholders that have been getting testing service from the center. The overall strategy is case study design in which perceptions of stakeholders that have been getting testing service from the center are captured. A twelve item likert-type structured customer satisfaction questionnaire and an open-ended item that addressed issues such as testing environment, test staff profile, overall quality service, and concordance between expectations and challenges encountered in the course of service delivery were developed and administered to international test takers. Results indicated that respondents are satisfied with the service delivered. Aggregated professional fees charged for the development, administration and reporting of selection and placement tests and overhead cost charged from the administration of international tests showed that the center has generated a substantial amount of money to the university on top of its professional community outreach services since its inception. Implications for the provision of better-quality service are suggested