ASSESSMENT OF QUALITY SERVICE AND CUSTOMER SATISFACTION IN LAND DEVELOPMENT AND URBAN RENEWAL OFFICE: THE CASE OF AKAKI KALITI SUB CITY.

Abstract

Public Sector Services may be provided in a non-competitive environment because alternative service providers often do not exist. Hence, service recipients, unlike consumers in the private sector, may have little or no option to use a different service provider or to withhold payment. Therefore, implementing the practice of good governance on public service provision is an imperative option for the welfare of the society specifically for service recipients, so as to ensure best quality of service provision and it helps as a base of attaining advanced level of customer satisfaction. The thesis addresses an assessment on quality of services and customer satisfaction practices on Land development and urban renewal office of Akaki-Kaliti sub city. Most quality of service and customer‘s satisfaction implementation and evaluation Program studies have often focuses either on private business sectors, or even if their focuses are on similar issues of public sector services, they prefer to consider on those factors and determinants which frequently used for private service sectors. As a result, five dimensions of good governance by applying it specifically to analyze service provision and customer satisfaction performance of Akaki-Kality land development and urban renewal office. Methodologically, which involves collecting and analyzing both quantitative/numeric / and qualitative/ descriptive/ forms of primary and secondary data‘s. The required data for the research collected using a structured questionnaire and In-depth Interview conducted to collect data from responsible respondents. In addition Secondary data used to conduct documentary analysis. Key Informant interview and observation had employed. The Akaki-Kaliti land development and urban renewal office seems competitively scored better results on the items of prompt provision of substitute land documents has standardized service quality (m=250); but their mean value still less from cutoff point. The actual average mean score is less than half, (i.e. 2.213) this imply that customers of the office perceive the service provision is neither efficient nor effective based on the results of specific items of the dimension service recipient did not satisfied. Based on the evaluation of the transparency and equity dimensions, both are scored below the cutoff point and unsatisfactory. In addition, the perception of respondents had evaluated the customer participation and responsiveness dimension had earned (m=2.028) which imply that the existence of weak relationship between the office and customers negatively influence the participatory and responsive role of the office and ultimately deteriorate practice of good quality of service in the office. Finally, the research findings had revealed that customers of the office have noticeable discontentment with most of officer‘s service due to weak governance practice. As a result, I conclude that the main reason for inadequate service delivery of the office is weak practice of good quality of service as the responses of employees and key informant respondents confirm this viewpoint.