Factors Affecting Urban Land Tenure Service Delivery In Addis Ababa The Case Of Gulele Sub-city

Urban land tenure service delivery is in place for long period to give services to the urbanrndwellers and service seekers. Yet, the service delivery is being handled without a clearrnunderstanding of the important factors affecting the satisfaction of its customers. The factorsrnand causes for poor and substandard urban land tenure services specifically the contextualrnfactors that are particular to the socio-political contexts are not well understood and hencernrequire further investigations. Thus, the purpose of this research is to explore the factors thatrncontribute to urban land tenure service delivery at Gulele sub-city land tenure servicerndelivery office of the Addis Ababa city administration.rnThe research follows a mixed research approach that is conducted in parallel. It adopted arncase study research design to investigate the factors for land tenure service delivery, therncauses for the problems and to assess the opinions of the customers. Conceptually, the studyrndraws from the land tenure service delivery factors in the extant literature. Empirically, itrndraws from quantitative and qualitative data collected from the customers and staff of urbanrnland tenure service delivery office at Gulele sub city who were selected based on purposivernsampling via the researchers’ judgment. Quantitative data was collected using a five scalernlikert based questionnaire and semi-structured interview was used to collect the qualitativerndata. A structural equation modeling (SEM) technique is used to analyze the quantitative datarnusing statistical software called SmartPLS. Open and thematic coding technique is used tornanalyze the qualitative data collected through interviews.rnFindings show that urban land tenure service delivery is affected by institutional, technical,rnadministrative, technical, legislative, and contextual factors. Coordinating employees andrninstitutional as well as cross-institutional workflow, and continuously development ofrnemployee skills will help in addressing the issues. From a technical and administrativernperspective this research recommends computerizing and documenting urban landrninformation, capacity building of the administrative leadership. Moreover, participation of thernpublic in developing urban land policy keeping consistency of the rules and laws, ensuringrnpolitical stability, developing a clear guideline for informal land brokering, and find solutionsrnfor ownership, expansion, and development of the city’s land will also help in addressing thernfactors.

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