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Reserech First1aa - Doc - 0
PREPARED BY…………………………………ID No
1.Alemu Melese……………………………………..0408/13
2.Chala Did……………………………………………2773/13
December 2023
Chiro, Ethiopia
ACKNOWLEGEMENT
First of all, I would like to thank my Almighty God for all of his assistance throughout my
life as well as accomplishing this project since; nothing can be done without the secret of
super natural God.
Next,I would also like to express my deep gratitude to all those who gave me the possibility
direction and comments to complete this proposal project accordingly. So I would like to
extend my thanks further more to my advisor Mr, Tamrat for all of his assistance,
comments and encouragements throughout the accomplishment of this proposal project
without any boring and Again, I would like to appreciate all of Oda Bultum university
librarians, staff members who supplied me with journal books and also Oda Bultum
university internet lab for all of their help and valuable hints throughout project work.
My great thanks go to all my best friends, government organizations and individual who
contributed material and their experiences during my study special Chiro municipality
ABSTRACT
Land is the ultimate source of wealth and its gift by God in nature and immovable and
inexhaustible property and it is the most vital resource on earth from which people derive
their basic needs.
The level of democracy and development of the society in a specific locality depends on the
amount and the quality of services received by the people in that locality.
Local governments are responsible to provide various services and in this regard, billions of
people are receiving different services from local governments all over the world.
The objective of this proposal is to evaluate Society’s' satisfaction in land delivery Services
in cease of Chiro Town.
The study has the importance to like fill the knowledge gap on the evaluate society
satisfaction in land delivery services.
The data will be collect from primary and secondary sources. Questionnaires will be uses to
collect data from societies and employees.
ii
To assess the satisfaction of the society with land delivery services in Chiro town,
you can use a sampling technique and target population that will provide a
representative and accurate understanding of the overall sentiment. Some of this
are
Define the Target Population: The target population should be clearly defined. In this case, it
would include residents, landowners, and other stakeholders in Chiro town.
Choose a Sampling Technique: There are several sampling techniques you can use, such as
simple random sampling, stratified sampling, or cluster sampling.
Data Collection Method: Decide on the method of data collection, which could include
surveys, interviews, or focus group discussions.
Design Survey Questions: Develop survey questions that specifically address satisfaction
with land delivery services.
To visually represent the data analysis and ways of presenting society satisfaction with land
delivery services in Chiro town, you can use various types of diagrams and visualizations.
Acronyms
ARC: African Regional Coverage
FQI: Federal Quality Institute
NPM: New Public Management
NUPI: National Urban Planning Institute
TQM: Total Quality Management
UNECE: United Nations Economic Commission for Europe
CSC: Central Statics Agency
iii
Table of Contents
ABSTRACT.........................................................................................................1
Acronyms.............................................................................................................1
Chapter one...........................................................................................................1
1. Introduction.......................................................................................................1
1.1. Background of the Study............................................................................1
1.2. Statement of the Problem.........................................................................1
1.3. Objectives of the study.............................................................................1
1.3.1 General Objectives of the study............................................................1
1.3.2. Specific Objectives.................................................................................1
1.4. Research question.....................................................................................1
1.5. Significance of the Study..........................................................................1
1.6. Scope of the Study....................................................................................1
1.7. Definition of Terms...................................................................................1
CHAPTER TWO.............................................................................................1
2. Review of Related Literature's...................................................................1
2.1. Society’s Satisfaction................................................................................1
2.1.1. Sources of Society Expectation.............................................................1
2.1.2. Societies’ Satisfaction Incentives..........................................................1
2.1.3. Dealing with Time Consumption.........................................................1
2.1.5. Value of Service Team...........................................................................1
2.2. What is Quality?.......................................................................................1
2.2.1 Quality Creates Loyal society’s.............................................................1
2.2.2. Quality Management and Human Service Values.............................1
2.2.3. Quality Dimension and their Definition..............................................1
2.2.4. Total Quality Management (TQM)......................................................1
2.2.4.1. TQM Appropriate for the Public Sector..........................................1
Chapter Three..................................................................................................1
Research Methodology....................................................................................1
3. Description of the study area and Research Methodology......................1
3.1. Study site selection....................................................................................2
3.2. Research Methods.....................................................................................2
3.3. Sampling technique and target population............................................2
3.4. Sampling Procedures................................................................................2
3.5. Data Collection Instruments....................................................................2
3.6. Data source and data collection...............................................................2
3.7. Data analysis and ways of presentation..................................................2
4. REFERENCES.................................................................................................2
Chapter one
1. Introduction
1.1. Background of the Study
Jurisdictions they provide various services to the societies with the help of local governments.
The level of democracy and development of the society in a specific locality depends on the
amount and the quality of services received by the people in that locality. These determine
the extent of satisfaction derived from services generated by the local government. Local
governments are administrative offices that are smaller than a state. The term is used to
contrast with offices at nation- state level, which are referred to as the central government,
national government or where appropriate federal government. (Barber 197
Governments at all levels are engaged in giving services to the public under their 8).
Writing on local government and national planning, Peter Koehn concluded that local
government can play a vital role in identifying the pressing needs of local residents,
Incorporating local priorities into the national development planning frame work, and
Promoting and defending citizen interest at higher level of policy review and budget
allocation (Koehn 1989 cited in Umeh and Andranovich 2005) and coordination is certainly
required. Local governments must play a more active role in providing adequate
Public services, promoting population control and developing a conducive climate to job
generation, particularly in secondary cities and small towns where tradition play important
role in the government –society relationship (Umeh&Andranovich 2005).
Local governments, therefore, are responsible to provide various services and in this regard,
billions of people are receiving different services from local governments all over the
world.in this context, all towns in general and Chiro Town Administration. Chiro Town
Administration in Particular are providing different services to Society’s that are receiving
services from local governments need to be satisfied with the services that are rendered Land
Administration specifically, urban land administration is one of the services rendered to the
people who have interest upon constructing their residential houses or for investment
purposes. Land is the place of all shelters in the city, the town, the village and the home.
Tithe source of goods or materials for construction and other essentials for life. Being
indestructible and immovable, it is the foundation of all human activities. The societies which
have created internal stability and functioning market economy recognize the need for
effective systems for registering private land rights and for inexpensive system of land
transfer. The privatization of land and the registration of tenure whether free hold, enable
people to improve their land and property so maximizing its value and use (UNECE,
2007).Deterioration of urban services and of the built environment is becoming typical
Characteristics of the urban scene in Ethiopia. This is further aggravated by the inability of
Local governments to finance basic infrastructure services in their jurisdiction. Due to the
unresponsive supply side of the service line, residential densities of central areas have
increased resulting in light level of the residents and a risk to the quality of the urban
environment (Solomon, 1994).
1. To see the house hold profile and their attitude towards society service.
2. To enhance land delivery service by the Town Administration to satisfy the society.
3. To evaluate time and financial cost of land delivery service.
2. How the Town Administrations enhance land delivery service to satisfy the society?
Teams are in a position to use special techniques and strategies to diagnose and improve the
quality of service. Shostak, 1984, cited by Dean, 1993) suggests, for example that
blueprinting as a tool to manage service quality. The blue print is a graphic illustration and
flow chart showing the steps needed to deliver a service. The blueprint can be used to identify
possible fail points, processes most likely to go away and compromise service. Through
discussion centered on specific instances of failure, service team members can identify the
most problematic steps in the process. The team then rates the fail points by priority and plan
remedial actions (Dennis, 1996).
According to Zenith al et al. 1991; FQI, 1991 and Jufan 1988 all of which are quoted by
Lawrence 1993), quality dimensions and their definition are as follows.
1. Accessibility – the product or services is easy to access or acquire.
2. Assurance – the staff are friendly, polite, considerate and knowledgeable.
3. Communication– societies are kept informed, in language they can understand, about
product or services and any changes thereto.
4. Competence – staff possess the requisite knowledge and skills to provide the product or
services.
5. Conformity – the product or service meet standards.
6. Courtesy – staff politeness, respect and consideration towards societies.
7. Deficiency – any quality characteristic identified as adversely affecting socio-satisfaction.
8. Durability – the performance, result, or outcome does not dissipate quickly.
9. Empathy – staff demonstrates an understanding of and provides individualized attention to
Societies.
10. Humaneness- the product or service is provided in a manner that protects the dignity and
self-worth of the societies.
11. Performance – the product or service does what it is supposed to do.
12. Reliability – the ability to provide the product or service in a dependable and consistent
manner with minimal variation over time or between societies’
13. Responsiveness – the timeliness of employees in providing and services.
14. Security – the product or service is provided in a safe setting and is free from risk or
danger.
15. Tangibles – the physical appearance of facilities equipment, personnel and published
materials. Quality services are welcomed by clients and society’s and they are the sources of
Society’s is satisfaction. Therefore, it is very important to know service quality dimensions in
order to provide the types of services expected by the societies.
2.2.4. Total Quality Management (TQM)
Total Quality Management (TQM) is a philosophy of administration, a set of principles and
a series of quantitative techniques that are designed to continuously improve, and if necessary
transform the processes of the organization form top bottom so that customers are satisfied
with the organization’s products, performance, procedures and people. TQM is currently a
hugely influential phenomenon in both public and private management. It originated in the
corporate world and, increasingly, it is gaining adherents in the world of government as a
major means of improving productivity (Nicholas, 1994).
TQM sets out to ensure that organization structure management and quality systems meet
given organizational objectives by maximizing human and material resources. It also
promotes continuous quality improvement affects the ability of organization to compete and
its numbers to contributes grow and excel. This is a clearly a common goal by developing
culture in which the society is paramount. The significance of the total quality management
approach is that by attempting to change organizational culture a lasting commitment to
quality is brought about which will it is argued lead to consistently high quality service
provision which meets customers’ requirement and is free from deficiencies (Ian and Miguel,
1995).
Chiro is the town administratively structured under west Harergie zone of Oromia National
Regional State. It is located at about 325 km to the Esatern part of Finfinne/Addis Ababa . It
is the fourth urbanized town in west Harergie zone and has four kebeles.
Based on the Proclamation to reform urban centers, Chiro town granted 3 rdB category and to
be administered under Chiro District Administration. Its development plan was prepared in
2003 by Oromia Urban Panning Institute Central branch. The Town serves as transitional
route for Dirre Inchinni and Nono districts which can be taken as strategic importance for the
future development of the town. Beside the presence of Chiro Chat can serve the town for
recreation potential and wedding celebration site for the people of the surrounding.
Figure. 3.1 Location of map of study area
Based on the 2007 national census conducted by the Central Statistical Agency of Ethiopia
(CSA 2007), this town has a total population of 33,670 of whom18118 are men and 15,552
are women. The majority of the inhabitants practiced Ethiopian Muslim, with49.88%
reporting that as their religion, while 43.34% of the population said they will be Christianity.
The 1994 national census reported a total population for Chiro of 18,678 in 5,413 households,
3.2. Research Methods
The specific methods will be used to measure society satisfaction and deliver land services in
Chiro Town may vary depending on the local government and community organizations
involve. However, some common methods and approaches that are often used to assess
society satisfaction and land delivery services include:
1. Surveys and Questionnaires: Local authorities or organizations may conduct surveys or
administer questionnaires to gather feedback from residents about their level of satisfaction
with various aspects of community life, including land delivery services. These surveys can
help identify areas for improvement and track changes in satisfaction over time.
2. Community Meetings and Consultations: Engaging with the community through town hall
meetings, focus groups, or public consultations can provide valuable insights into the specific
needs and concerns of residents regarding land delivery services and overall satisfaction with
the town's amenities and infrastructure.
3. Data Analysis: Analyzing data will be related to land delivery services, such as the number
of land title registrations, land disputes, or infrastructure development projects, can offer
quantitative insights into the efficiency and effectiveness of land delivery services in Chiro
Town.
4. Stakeholder Engagement: Engaging with various stakeholders, including government
agencies, community leaders, and advocacy groups, can help identify key issues and develop
collaborative solutions to enhance land delivery services and overall society satisfaction.
It's important to note that the methods will be used to measure society satisfaction and land
delivery services should be inclusive, transparent, and responsive to the diverse needs of the
community. By incorporating a combination of quantitative and qualitative approaches, local
authorities and organizations can gain a comprehensive understanding of the challenges and
opportunities related to society satisfaction and land delivery services in Chiro Town.
4. Data Collection Method: Decide on the method of data collection, which could include
surveys, interviews, or focus group discussions. Consider using a combination of methods to
gather a comprehensive understanding of satisfaction levels.
5. Design Survey Questions: Develop survey questions that specifically address satisfaction
with land delivery services. Questions should be clear, unbiased, and cover various aspects
such as timeliness, transparency, accessibility, and overall experience.
6. Conduct Fieldwork: Once the sampling technique and survey questions are determined,
conduct fieldwork to collect data from the selected sample. Ensure that data collection is
carried out systematically and ethically.
7. Analyze Data: After data collection, analyze the responses to identify patterns, trends, and
levels of satisfaction. Use statistical methods to draw meaningful conclusions from the data.
8. Report Findings: Finally, present the findings in a clear and concise manner, highlighting
key insights and areas for improvement in land delivery services in Chiro town.
By following these steps and using appropriate sampling techniques, you can gain valuable
insights into the satisfaction of the society with land delivery services in Chiro town.
Identify the Target Population: Define the population from which you want to draw a
sample. This could include residents, landowners, government officials, real estate
developers, and other stakeholders involved in land delivery services in Chiro town.
Consider Demographic Factors: Take into account demographic factors such as age,
gender, occupation, and location within Chiro town. Understanding the diversity
within the population will help in determining the appropriate sampling technique.
Select a Sampling Technique: Choose a sampling technique that is best suited to the
characteristics of the target population. Common sampling techniques include simple
random sampling, stratified sampling, cluster sampling, and systematic sampling.
Pilot Testing: Consider conducting a pilot test of your sampling procedure to identify
any potential issues or challenges before implementing the full study.
By following these steps and considering the specific context of Chiro town and its residents,
you can determine an appropriate sampling procedure to assess society satisfaction with land
delivery services.
Data from primary and secondary sources of the study will be organized and be classified
according to the specific objectives of the study and will be analyzed.
The analyzed quantitative data will be presented by using tables, figures, percentages, charts,
and in order to display the information. The qualitative data will be simply discussed,
analyzed and presented qualitatively in a way it presents the information appropriately.
Simple observation
primary data
Data collection
secondary
Analyzing and
interpretation