Satisfaction of Clients by the Service Provision by Burayu City Land Administration and Use Office, Ethiopia

Degu Bekele

doi:10.7176/jrdm/67-03

Abstract

Urban land administration is one of the major services the local government should provide to the people who have interest upon construction of their residential or for other investment purpose. Burayu city is located in Ethiopia, Oromia National Regional State just adjacent to Addis Ababa which is the capital city of the country. Since Burayu city is very proximate to Addis Abeba (than any other urban center in the country) and the suitable feature of the city to live and work in, demand of land for different purpose in the city is very high. The main objective of this study is to recognize the overall satisfaction level of household customers and to identify the major factors determining their satisfaction. This is important as the study is expected to provide a big picture about the satisfaction of households who are customers of the Office of Burayu City Land Administration and Use. It is also expected that the findings of the research will contribute to the expansion of knowledge of service providers and help them to better deal with their members and strive to correct the problems and deliver high quality customer services which in turn can make customers build trust in the office. A random sampling technique was used in drawing the representative samples of the research. The overall satisfaction of customers can be concluded as below the average (3.27) out of 7 which means 46.71%. The mean highest score is registered for tangibility (4,89) followed by 3.38 for assurance, 3.14 for reliability, 3.10 for awareness, 2.59 for responsiveness and the least score is 2.52 for empathy. For this low satisfaction level, the major factors are identified as empathy related factors like the extent to which employees understand the specific needs of customers, understanding and having the best interest of customers at heart, personal attention of employees to customers, and having of convenient operating hours to all its customers. Keywords: Satisfaction, Land Administration, Burayu City, Households DOI: 10.7176/JRDM/67-03 Publication date: July 31 st 2020

Highlights

Urbanization and urban development in Ethiopia is very recent and the current urbanization level in the country is about 20% with relatively the highest annual urbanization rate which is about 5%
The main objectives of this study is to recognize the overall satisfaction level of household customers, identify the major factors determining satisfaction and assess the satisfaction of demand side households by the service being provided by the Office of Burayu City Land Administration and Use
Reliability dimension was measured against five specific points and the mean for these five are the Office of Burayu City Land Administration and Use performs the service correctly the first time (2.98); when you have a problem, the Office of Burayu City Land Administration and Use shows sincere interest in solving (3.88); the Office of Burayu City Land Administration and Use provides its service at the time it promises to do so (2.83); the Office of Burayu City Land Administration and Use insists on error-free records (3.93); and when the Office of Burayu City Land Administration and Use promises to do something by a certain time, it does (2.10)

Summary

Introduction

Urbanization and urban development in Ethiopia is very recent and the current urbanization level in the country is about 20% with relatively the highest annual urbanization rate which is about 5%. Urban land administration is one of the major services the local government should provide to the people who have interest upon construction of their residential or for other investment purposes. Customer satisfaction by the service is the extent to which a customer recognizes that an entity, firm, a person or an organization has successfully provided a product or service that meets its needs (Federal Democratic Republic of Ethiopia, Ministry of Public Service and Human Resource Development, 2017). Burayu city is one of the urban centers surrounding Addis Abeba, the capital city of Ethiopia. The main objectives of this study is to recognize the overall satisfaction level of household customers, identify the major factors determining satisfaction and assess the satisfaction of demand side households by the service being provided by the Office of Burayu City Land Administration and Use

Study Area and Methodology

Results and Discussion

Determinants of Customers’ Satisfaction Overall Satisfaction

Regression Result for the Customers’ Satisfaction

Conclusions