ASSESSMENT OF TITLE DEED /OWNERSHIP CERTIFICATE SERVICE QUALITY AND CUSTOMER SATISFACTION IN THE CASE OF NIFAS SILK LAFTO SUB CITY LAND MANAGEMENT

Abstract

The general objective of this study is to examine the service quality and level of customer satisfaction about the nifas silk lafto sub city land management office current situation title deed certification service. It is also clear from this research that service quality dimensions have relationship with customer satisfaction. In this research, the SERVQUAL instrument developed by Parasuraman (1985.) has been applied in designing the questionnaire by using five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Questionnaires were distributed to 100 customers and interview has been conducted with the management. The questionnaire was aimed at determining the level of customers’ expectation and perception towards the service quality of the land management office. The results revealed that the tangibility and empathy dimensions raised the highest level of expectation, whereas the tangibility, reliability, and assurance dimensions fulfilled the highest level of perception. The study also investigates the dimension and their levels of importance that have significant effect on customer satisfaction in NSL sub city land management office. The findings showed that the dimensions of service quality such as tangible, reliability, responsiveness, assurance, and empathy are positively correlated to customer satisfaction. Data was collected through questionnaire and interview then the collected data was analyzed using qualitative analysis method, descriptive statistics and correlation analysis method.