Assessment of Customer Satisfaction in Urban Land Related Service Delivery: The Case of Burayu Town
No Thumbnail Available
Files
Date
2019-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Addis Ababa University
Abstract
This study assessed customer satisfaction in urban land related service delivery in Burayu town,
Addis Ababa Surrounding Oromia Special Zone, Oromia National, Regional State Government,
basing five determinants of quality service delivery in land administration developed by World
Bank which includes Institutional, Technical, Administrative And Legal factors. The study
design was a descriptive case study. Data was collected from primary and secondary sources.
Primary data were obtained through questionnaires, interviews, and researcher observation.
The study also used journals, articles, research findings, policy documents as secondary sources.
Data was analyzed through statistical software, percentage and frequency tables. This study
found that, absence of information on procedure of getting service, low coordination between
work process, long waiting time to receive service, absence of efficient skilled manpower,
material and financial resources, low awareness on land policy, complaint is not addressed
properly, citizen charter is not fully practiced, rent seeking behavior and practice and absence of
decentralized land service delivery as a major challenge. Solving the problems of required
manpower, material and financial resources, fully automating the land service delivery, giving
continues awareness on land related policy, fully practicing good governance principles, fully
functioning complaint handling mechanism, giving awareness on citizen charter and
decentralizing land related services at kebele or sub city level are stated as a recommendation.
Description
Keywords
Customer Satisfaction, Urban Land Service Delivery, Urban Land Development, Urban Land Management, Burayu Town