Customers’ Satisfaction in Land Delivery Service by Urban Local Governments A Case Study of Bishoftu Town Administration
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Date
2008-06
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Addis Ababa University
Abstract
To evaluate customers’ satisfaction by local governments, Bishoftu Town Administration
(BTA) was considered as a case study. Problems identified include, lack of integration of
duties, the absence of good governance and there is a huge gap between supply and
demand for land. The land acquisition, and development process is very long and the city
administration has no capacity to provide full flegged infrastructure proactively for the
users. Absence of land development finance,, lack of skilled and motivated manpower,
and the absence of private ownership of land. The general objective of this research is to
evaluate customers’ satisfaction in land delivery services and the factors affecting it to
come up with some solutions.
Quantitative and qualitative data were collected from secondary and primary sources.
The study period was from December 2007- May 2008 and a total of 216 customers who
want land for different purposes were randomly selected as a study subjects. Moreover,
the total numbers of employees of BTA who are engaged in land delivery services were
also taken as a study sample. Structured and unstructured questionnaires of two kinds
were used as an instrument for data collection. Interview questions were also prepared to
collect data from an official. The data was analyzed through statistical software and
percentages, tables, bar charts and pie charts were used for this purpose.
The research reveals that there are a number of problems such as lack of motivation and
the corresponding employee attitude towards customer’s service, the absence of proper
information dissemination, and incompatibility of services with the value of customer
and. Policy making did not include participation of customers.
Concerning land, serious problems with land use in Ethiopia is land Policy and the
corresponding land ownership increasing fees and the time to get land beyond
imagination lack of full information about the land policy of the country. Compensation
for farmers is made by customers and there will not be infrastructure at the time of
receiving land there is a problem of applying good governance.
Access to necessary resources that are used to carry out jobs is a problem for that matter
there is lack of the required number of man power, technical instruments including
computers for information technology and vehicles used to facilitate customer’s service.
Demand and supply of land are far away from each other. This is the problem of many
urban centers in Ethiopia. Preparation acquisition and development of land for the
customers and the need for basic infrastructure complicated the problem and reduced the
capacity of satisfying effective demand. There is no easy access to land this is supported
by
the fact that customers have been waiting to receive land most of them for 2-3 years some
for over 4 years even though surprisingly few get land within 6 months time Therefore over all customers were not satisfied with land delivery service they are getting
from Bishoftu Town Administration. The following recommendations were forwarded.
From the findings of this research employees were not given proper emphasis both filling
the vacant positions and developing the existing employees were absent, therefore, there
should be filling the vacant positions and training and developing and controlling
employees on work environment need to be done.
Citizen participation in policy making is helpful not only for customers but also for the
administration. It facilitates the sense of ownership to the policy and simplifies
implementation process .Therefore, BTA is recommended to make the participation of
residents in planning activities. There should also be single and one standard criterion
that must be followed to provide land for the purpose of treating residents equally
Accountability of officials, responsibility of staffs, equity and transparency in providing
services should not remain on the post and should be implemented in real and must be
witnessed by customers.
All resources necessary to carryout the required task so as to satisfy customers must be
present. Official interviewed and data collected from employees of BTA reveal that there
are serious constraints of resources such as vehicles and technical instruments.
Therefore, it is recommended that these resources are available to the unit
Description
Keywords
Bishoftu town administration, Land delivery service, Customers’ satisfaction, Local government