Customers' Satisfaction in Land Delivery Services

Land delivery service is one of the public services rendered to customers of urban local governments. To evaluate customers' satisfaction by local governments, Bishoftu Town Administration (BTA) was considered as a case study. Problems identified include, lack of integration of duties, the absence of good governance and there is a huge gap between supply and demand for land. The land acquisition, and development process is very long and the city administration has no capacity to provide full flegged infrastructure proactively for the users. Moreover, the absence of land development finances, lack of skilled and motivated manpower, and the absence of private ownership of land. The general objective of this book is to evaluate customers' satisfaction in land delivery services and the factors affecting it to come up with some solutions. The analysis should help shed some light on land delivery services, and should be especially useful to professionals in public administration and management fields, or anyone else who may be considering customers' satisfaction in land delivery services improvements in public service efforts.