The Assessment Of Good Urban Governance Practice In Land Administration Of Addis Ababa The Case Of Yeka Sub-city

Over the last decade, good governance has become a major area of focus by the government ofrnEthiopia. However, in reality most of public service institutions call for genuine practices of goodrngovernance. The service delivery of those institutions hindered due to the absence of goodrngovernance. The objective of the study is to assess the practice of good governance in landrnadministration of Addis Ababa city administration Land Development and Management Office ofrnYeka sub city.rnThis study tried to identify the perception of customers and employees towards the practice of goodrngovernance and customer satisfaction on the service provision of the sub city’s Tenurernadministration and transitional period service office. Based on the perceptions that obtained fromrnthe respondents; the study tried to check on the relationship between the overall customerrnsatisfaction on the office’s service delivery and practice of good governance. In this research therntailored dimensions/principles of good governance are utilized on the Likert scale questionnaire.rnThe five selected principles/dimensions of good governance were taken as variables of goodrngovernance. Additionally, to triangulate the responses of respondents qualitative data collectedrnthrough key informants’ interview and observation.rnTo achieve the research objectives, both explanatory and descriptive research methods were applied.rnTherefore, the findings of the study revealed that the degradation of office’s service quality hasrnarises from unsatisfactory practice of good governance and/or inadequate quality of goodrngovernance of the office. Among the identified root causes of the office’s customer service problems;rnthe citizen charter of the bureau is not in function and most of customers have no idea about therncitizen charter, there are inconsistencies on interpreting enacted legislations due to the absence ofrndefinite work procedure, the office didn’t provide capacity building training and developmentrnschemes, the office did not respond promptly for customers’ complaint and Customers at grass rootrnlevel didn’t get any opportunity to participate on developing and/or commenting plans, policies,rnand on evaluating final performances of the office. The study has also come up with importantrnrecommendations

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