Abagissa, Jemal (PhD)Aimro, Ashenafi2018-07-092023-11-042018-07-092023-11-042015-11http://etd.aau.edu.et/handle/123456789/7231Over the last decade, good governance has become a major area of focus by the government of Ethiopia. However, in reality most of public service institutions call for genuine practices of good governance. The service delivery of those institutions hindered due to the absence of good governance. The objective of the study is to assess the practice of good governance in land administration of Addis Ababa city administration Land Development and Management Office of Yeka sub city. This study tried to identify the perception of customers and employees towards the practice of good governance and customer satisfaction on the service provision of the sub city’s Tenure administration and transitional period service office. Based on the perceptions that obtained from the respondents; the study tried to check on the relationship between the overall customer satisfaction on the office’s service delivery and practice of good governance. In this research the tailored dimensions/principles of good governance are utilized on the Likert scale questionnaire. The five selected principles/dimensions of good governance were taken as variables of good governance. Additionally, to triangulate the responses of respondents qualitative data collected through key informants’ interview and observation. To achieve the research objectives, both explanatory and descriptive research methods were applied. Therefore, the findings of the study revealed that the degradation of office’s service quality has arises from unsatisfactory practice of good governance and/or inadequate quality of good governance of the office. Among the identified root causes of the office’s customer service problems; the citizen charter of the bureau is not in function and most of customers have no idea about the citizen charter, there are inconsistencies on interpreting enacted legislations due to the absence of definite work procedure, the office didn’t provide capacity building training and development schemes, the office did not respond promptly for customers’ complaint and Customers at grass root level didn’t get any opportunity to participate on developing and/or commenting plans, policies, and on evaluating final performances of the office. The study has also come up with important recommendationsen-USAdministrationAddis AbabaThesis