Abstract:
Understanding service quality and customer satisfaction is crucial for firms if they want to stay
competitive and accomplish their goals. The main drivers of societal issues in Ethiopia are
related to land administration, which is growing crucial to the country's economy. In the case of
the Ambo Town Land Administration Office, the study sought to examine the quality of public
service delivery from the viewpoints of its users. The data were gathered data from 243 active
consumers who were involved in the case at the time of data collection using the Likert scale
based on a modified SERVQUAL model with five dimensions (reliability, responsiveness,
assurance, empathy, and tangibility), and were then analyzed using SPSS. The results showed
that perception and anticipation differ from one another. The results of the overall customer
satisfaction survey indicated that some clients were not pleased with the services provided by
Ambo Town Land Administration Office. Customer satisfaction levels overall were observed to
be significantly and favorably impacted by service quality. Each aspect of service quality has a
favorable association and is statistically significant. The Ambo Town Land Administration Office
is not offering its clients in the town a high-quality service, according to this finding. Based on
these facts, Ambo Town Land Administration Office expected/recommended that it should
increase its tangibility, dependability, responsiveness, certainty, and empathy connected to
service quality because the community is dissatisfied with the way services are currently being
provided.
