Public Service Delivery Quality From Customers’satisfaction In Case of Ambo Town Land Administration Office, West Shoa Zone, Oromia Regional State Ethiopia

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.