Customers Satisfaction In Land Delivery Service By Urban Local Governments A Case Study Of Bishoftu Town Administration

To evaluate customers’ satisfaction by local governments, Bishoftu Town Administrationrn(BTA) was considered as a case study. Problems identified include, lack of integration ofrnduties, the absence of good governance and there is a huge gap between supply andrndemand for land. The land acquisition, and development process is very long and the cityrnadministration has no capacity to provide full flegged infrastructure proactively for thernusers. Absence of land development finance,, lack of skilled and motivated manpower,rnand the absence of private ownership of land. The general objective of this research is tornevaluate customers’ satisfaction in land delivery services and the factors affecting it torncome up with some solutions.rnQuantitative and qualitative data were collected from secondary and primary sources.rnThe study period was from December 2007- May 2008 and a total of 216 customers whornwant land for different purposes were randomly selected as a study subjects. Moreover,rnthe total numbers of employees of BTA who are engaged in land delivery services werernalso taken as a study sample. Structured and unstructured questionnaires of two kindsrnwere used as an instrument for data collection. Interview questions were also prepared torncollect data from an official. The data was analyzed through statistical software andrnpercentages, tables, bar charts and pie charts were used for this purpose.rnThe research reveals that there are a number of problems such as lack of motivation andrnthe corresponding employee attitude towards customer’s service, the absence of properrninformation dissemination, and incompatibility of services with the value of customerrnand. Policy making did not include participation of customers.rnConcerning land, serious problems with land use in Ethiopia is land Policy and therncorresponding land ownership increasing fees and the time to get land beyondrnimagination lack of full information about the land policy of the country. Compensationrnfor farmers is made by customers and there will not be infrastructure at the time ofrnreceiving land there is a problem of applying good governance.rnAccess to necessary resources that are used to carry out jobs is a problem for that matterrnthere is lack of the required number of man power, technical instruments includingrncomputers for information technology and vehicles used to facilitate customer’s service.rnDemand and supply of land are far away from each other. This is the problem of manyrnurban centers in Ethiopia. Preparation acquisition and development of land for therncustomers and the need for basic infrastructure complicated the problem and reduced therncapacity of satisfying effective demand. There is no easy access to land this is supportedrnbyrnthe fact that customers have been waiting to receive land most of them for 2-3 years somernfor over 4 years even though surprisingly few get land within 6 months time Therefore over all customers were not satisfied with land delivery service they are gettingrnfrom Bishoftu Town Administration. The following recommendations were forwarded.rnFrom the findings of this research employees were not given proper emphasis both fillingrnthe vacant positions and developing the existing employees were absent, therefore, therernshould be filling the vacant positions and training and developing and controllingrnemployees on work environment need to be done.rnCitizen participation in policy making is helpful not only for customers but also for thernadministration. It facilitates the sense of ownership to the policy and simplifiesrnimplementation process .Therefore, BTA is recommended to make the participation ofrnresidents in planning activities. There should also be single and one standard criterionrnthat must be followed to provide land for the purpose of treating residents equallyrnAccountability of officials, responsibility of staffs, equity and transparency in providingrnservices should not remain on the post and should be implemented in real and must bernwitnessed by customers.rnAll resources necessary to carryout the required task so as to satisfy customers must bernpresent. Official interviewed and data collected from employees of BTA reveal that therernare serious constraints of resources such as vehicles and technical instruments.rnTherefore, it is recommended that these resources are available to the unit

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