ODA BUITUM UNIVERSITY

INSTITUATION OF LAND ADMINISTRATION

DEPARTMENT OF LAND ADMINISTRATION AND SURVEYING
UNDERGRADUATE STUDY PROGRAM
Assessment Of Societies' Satisfaction in Land Delivery Service by Urban
Local Government in case of chiro town

Proposal Submitted to the department of land administration and

surveying in Partial Fulfillment of the Requirements of Bachelor of Science
Degree in Land Administration and Surveying

PREPARED BY…………………………………ID No
1.Alemu Melese……………………………………..0408/13
2.Chala Did……………………………………………2773/13

Advisor:-TAMRAT TESEMA (MSc)

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.

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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

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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....................................................................................1

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 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).

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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).

1.2. Statement of the Problem.

New Public Management (NPM) is characterized by the provision of high quality services
that citizens value demanding, measuring and rewarding improved organizational and
individual performance advocating managerial autonomy.
Many residents comment that land delivery,was disposal mechanism and the preparation of
recreation centers are among that which need due emphasis and where they usually seen gaps
in Chiro Town in addition to this, adopting and implementing the service and standards.
Necessary to satisfy societies was been not well developed. Furthermore, there is lack of
Proper systems in the service delivery. For instance, there is no citizens’ charter adopted to
Make society’s know the activities and the time needed to get specific service the problem is
that the demand and supply concerning different services do not match for various reasons.
Some of the problems could be mentioned in terms of lack of capacity, Shortage of finance to

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compensate farmers for the land they lose, and even those customers who have paid money
for compensation purpose are waiting for a number of months even for years before receiving
land services for instance. Lack of having motivated manpower is another problem.
Consequently, there is ineffectiveness in terms of the delivery of the require service on time
(Mohammed, 2008).
The problem of residential houses is one of the most pressing concerns of the Chiro Town.
Purposes face problems of delivery in terms of time and cost.
Delays in processing land documents and titles: Lengthy bureaucratic processes and delays
in obtaining land titles can lead to frustration among residents.
Lack of transparency: Unclear procedures, ambiguous regulations, and lack of transparency
in land delivery services can lead to dissatisfaction and mistrust in the system.
Inadequate infrastructure and services: Poor infrastructure, such as inadequate roads,
utilities, and access to basic services, can impact the overall satisfaction with land delivery
services.
Geographical location was a problem of society satisfaction with land delivery services in
Chiro Town.

1.3. Objectives of the study.

1.3.1 General Objectives of the study.

The general objective of this study was to evaluate Society’s' satisfaction in land delivery
Services in cease of Chiro Town

1.3.2. Specific Objectives.

Practice of Chiro Town In addition to the above general objectives the research has the
following specific objectives.

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.

4. To assessland delivery Administration in relation to good governance

1.4. Research question.

1. How are the house hold profile and their attitude towards society service?

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2. How the Town Administrations enhance land delivery service to satisfy the society?

3. How is time and financial cost of land delivery service?

4. How is land delivery practice in Chiro Town Administration in relation to good

governance?

1.5. Significance of the Study.

The study was the following importance like fill the knowledge gap on the evaluate society
satisfaction in land delivery services and also was use as reference for other researchers who
want to conduct research on this title not only for this but also it is important for different
governmental and non-governmental organizations was needed to evaluate the society
satisfaction in land delivery services.

1.6. Scope of the Study.

This study focus on society satisfaction in land delivery service in Chiro Town
Administration the to answer the above stated research questions of the Study, the researcher
wasl gather the necessary data from selected organizations at Zonal and Chiro level and from
the community at Chiro level. Because doing the study at zone, Chiro and Chiro levels
including the community was better for the reliability and validity of the research.

CHAPTER TWO

2. Review of Related Literature's

2.1. Society’s Satisfaction

Satisfaction was a function of perceive performance. If perceive performance falls short of

expectations, the societies are dissatisfied. If the performance exceeds expectation, Society’s
get highly satisfied. Society’s satisfaction happens when organizations focus on quality
services and produces real rewards for the organization in the form of good image from the
public. Lack of society’s satisfaction produces a liability (Bruk, 2007)
The model that has underpinned satisfaction is dis confirmation theory which suggests that

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Society with a service is related to the size of the dis confirmation experience, where dis
confirmation is related to the person’s initial expectation. If experience of the services
greatly exceeds the expectations clients had of the service, then satisfaction was highland
vice versa. In the service quality literature perceptions of service delivery are measure
separately from customer’s expectation and the gap between the two provide a measure of
Service quality (MORI Social Research Institute, 2002).

2.1.1. Sources of Society Expectation.

Outlines of the key factors most commonly seen to influence expectation
These are described as follows
1. Personal needs: any society or user of a service was have what she /he regards as asset of
key personal needs that they expect the service to address. These was vary from service to
service and from society to society.
2. Previous experience many have before: - their previous experience was in fact influence
their future expectations of the service.
3. Word of mouth communication:-expectations was shaped by communications from
sources other than the service provider itself. This can be family, friends and colleagues but
more widely the media and other organizations.
4. Explicit Service Communication:- statements from leaflets of other publicity material can
have a direct impact on expectations. Personal Needs, word of mouth communication,
previous experience, explicitly service, Communication society’s, expectation of service,
implicit service communication
5. Implicit service communication: - this includes factors such as the physical appearance of
buildings; example renovation may lead the societies to expect other service aspects to be of
higher quality (MORI Social Research Institute, 2002).

2.1.2. Societies’ Satisfaction Incentives.

Society’s satisfaction incentive schemes are increasingly common in a variety of Industries.
Explanations on how and when incentive employees on society’s satisfaction is profitable
faced with employee groups including managers who may have shorten time horizons than
the firm thinks. Such systems enable a firm to use society reaction to monitor implicitly how
employees allocate efforts between the short and long term these system can be used to
encourage employee to make trade off that are in the best interest of the firm (Jhon Duncan
and Bringer, 1994)

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2.1.3. Dealing with Time Consumption.
The manager of service needs to be concerned about when the societies consume the service
as he/she is part of the system when consuming it. Many service providers find it very
difficult to match demand and supply on all occasions and where demand exceeds supply on
all occasions, queuing and reservation systems are put into operation. Society’s feedback
highlights the fact that delays in service delivery, often characterized by long queue can have
a negative impact on society’s evaluation of the services. The ideal solution was to eliminate
queues completely by careful operations management. However, where this is not possible,
service providers are advised to change the society's waiting experience by perception
management so that it results in less uncertainty and anger (Steven and Kim, 1995).
Society’s become most annoyed and frustrated when they are forced to wait for service
without being given an explanation for the delay. Service providers are advised to
communicate the societies as quickly as possible about why they are being asked to wait.
Where the reason could be clearly identified by society’s themselves for example, waiting for
ride at fun fair or to pay for goods at supermarket checkout, strategies must be put in place to
make the wait as pleasant as possible for societies. Magazines, which are provided in
dentists’ waiting rooms for customers to read, and videos played to customers waiting in a
queue for a fun fair ride are both examples of tactics used by services organizations to make
the inevitable waiting time enjoyable to customers (Steven and Kim,
1995).
2.1.4. Team Work for society’s Service.
Serving people was both the obligation and privilege to be for society’s it is the foundation
for humane society. In a world that delivers quality service, parents entrust their children’s
development and welfare to teachers and administrators, patients in hospitals confidentially
rely on physicians and nurses to help them recover. People who serve us well enhance the
quality of our lives. As professionals, our own sense of satisfaction and success depends upon
the quality of service we give to others. For example, leaders can only lead when they have
inspired and empowill bed followers to get extraordinary things done (Dean, 1993).

2.1.5. Value of Service Team.

Working together empowers employees. Serving society’s was a complex task that cannot be
performed alone. Individuals need to pool their information, ideas and assistance to solve
society’s problem. Employees benefit from talking to each other about how they can satisfy

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the complex needs of client. When conflicts and mistrust develop, employees working
together are more apt to find ways to reestablish a constructive relationship with the society
(Dean, 1993).

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).

2.2. What is Quality?

No universally accepted definition of the term quality exists; this is because quality actually
possesses several distinct dimensions. When people disagree about what quality is, they are
often simply demonstrating preferences for differing quality dimensions. The Federal Quality
Institute (FQI) in USA identifies a primary dimension of quality (performance) and several
secondary dimensions: reliability, durability, conformance, availability, and timeliness (FQI,
1991 cited in Lawrence, 1993). Still, other quality dimension will recognized as particularly
important in the human services, including accessibility, timeliness, consistency,
humaneness, and result or out comes (Patti, 1987; Pruger and Miller 1991 a cited in
Lawrence, 1993). Some of these quality dimensions refer to characteristics of products and
services; others refer to the staff or employees who provide the products and services and still
others refers to the facilities and equipment's used in product production and services
provision. Most definitions of quality are related to exhortations to attain excellence in
production and provision of high quality goods and services. It is also related to the notion of
fitness for purposes which are interpreted as providing services which societies want
conformance to Society’s requirements to reduce the possible adverse effects of society’s
dissatisfaction (Ian and Miguel 1995).

2.2.1 Quality Creates Loyal society’s

Quality management programs create loyal societies. The notion of the loyal societies has
great deal of significance for human service organizations. Society who believes their human
service organizations are delivering quality products and services will continue to support

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those organizations. This support can take the form of volunteering time, contributing money,
and perhaps most important, leading political support to the organization as it completes for
scarce resources with other agencies and with other societal needs (Lawrence, 1993).

2.2.2. Quality Management and Human Service Values

A unique advantage of quality management is its basic compatibility with human service and
social work values. Any managerial system that does not preach the maximization of
efficiency should be inherently appealing to most human service professionals. The human
services have long objected to the primacy generally afforded efficiency by most
management systems (Pruger and Miller, 1991a, 1991b cited in Lawrence, 1993). Quality
management also strongly emphasizes the use of customers’ feedback in attempting to
constantly improve the quality of products and services. In many respects this aspect of
quality management is reflective of the maxim that the needs of clients should be put first.
Quality management also stresses the self – worth of employees, cooperation between
employees, team building and partnership relationship between public and private sector
human service organizations. (Lawrence, 1993).

2.2.3. Quality Dimension and their Definition.

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.

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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).

2.2.4.1. TQM Appropriate for the Public Sector.

TQM could be aver effective management tool in refocusing governments’ mission as
servants of the citizenry by concentrating the resources of public administration on the

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governmental process that can be enhanced to deliver higher quality service; by encouraging
the decentralization of bureaucratic authority; by stressing the prevention of problems as
opposed to solving them later and by helping public demonstrators understand that most
problems (Deming say 85 percent) results from faulty system, not faulty people (Nicholas,
1999).

Chapter Three
Research Methodology
3. Description of the study area and Research Methodology
3.1. Study site selection

Chiro is the town administratively structured under west Harergie zone of Oromia National
Regional State. It is located at about 326 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.

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Figure. 3.1 Location of map of study area

3.1.2. Demographic characteristics

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,

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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.

3.3. Sampling technique and target population.

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. Here are some steps to consider:
1. 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 who have
interacted with land delivery services. Consider factors such as age, gender, occupation, and
location within the town to ensure a diverse representation.
2. Choose a Sampling Technique: There are several sampling techniques you can use, such as
simple random sampling, stratified sampling, or cluster sampling. Given that Chiro town may
have diverse neighborhoods and demographics, stratified sampling may be particularly useful
to ensure representation from different segments of the population.

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3. Determine Sample Size: The sample size will depend on the size of the target population
and the level of precision you require. You can use statistical formulas to calculate an
appropriate sample size that will allow for meaningful analysis and generalization of results.
For this study to use random sampling technique for the sake of managing the population
Therefore, studies were use formulas in order to obtain a manageable sample size like:
n=N/1+N (e) 2 Where n is the sample size, N is the household’s population size, and e is the
level of precision. 90% confidence level and e =0.1

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.

3.4. Sampling Procedures

To determine the sampling procedure for assessing society satisfaction with land delivery
services in Chiro town, you can follow these steps:
 Define the Research Objectives: Clearly outline the specific objectives of the study.
Determine what aspects of land delivery services you want to assess and what
insights you hope to gain from the sampling procedure.
 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.

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  Determine Sample Size: Use statistical formulas or tools to calculate an appropriate
sample size that will provide a representative understanding of society satisfaction
while allowing for meaningful analysis.
 Consider Sampling Bias: Be mindful of potential biases in the sampling procedure,
such as selection bias or non-response bias. Take steps to minimize these biases to
ensure the sample accurately represents the target population.
 Pilot Testing: Consider conducting a pilot test of your sampling procedure to identify
any potential issues or challenges before implementing the full study.
 Ethical Considerations: Ensure that ethical considerations are addressed, such as
obtaining informed consent from participants and protecting their privacy and
confidentiality.
 Document Sampling Procedure: Clearly document the sampling procedure, including
details on how the sample was selected, the rationale behind the chosen technique,
and any adjustments made during the process.

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.

3.5. Data Collection Instruments

Data will be collect by the use of different instruments which include two types of
questionnaires that consist of structured and unstructured questions. The structured questions
consist of multiple and yes or no questions where they will use as exhaustive lists of possible
responses available to respondents. Whereas unstructured questions will design so that
respondents have the freedom of including all their feelings in the response they provide. The
questionnaires will be prepared with great care to increase responses and avoid ambiguities.
The first questionnaire will prepare to assess society’s’ perception about the services they
receive from Chiro Town Administration. The second questionnaire will be prepare to assess
the status of household of Chiro Town Administration concerning customers’ service; their
knowledge and skill, willingness to serve societies and their level motivation level to do that
and whether they have all the resources necessary to carry out their job as need. An interview
will be also made with official of land administration. Researcher’s observation will be also
used to support information gathering. Secondary data will be also included such as books,
journals, unpublished theses, Chiro Town Administration report and documents in the effort
to get relevant information. For the purpose of ensuring maximum precision in data
collection, Discussions will be making with individuals involve in collection and
enumeration, and Orientations will be given to them concerning the behavior that is required

15
during collection of data, coding and recording of answers to each question. Before the actual
survey will be conducted, a pilot study will be making with societies. This will be helpful to
consider possible changes that could be made to the questionnaires if needed.

3.6. Data source and data collection

The data will be collect from primary and secondary sources. Questionnaires will be uses to
collect data from societies and employees. As to Society some questionnaires will be
distribute and collect back for analysis. This make the response rate regard to employees 35
questionnaires will distribute and will return to back for detail analysis. Data will be also
collect with the help of interview make with two officials. This will make after the
appointment will be taken with the official himself. Already set questions will be raise one
with responses record subsequently. I will be also uses some data in order to obtain further
information for the study analysis. Data will be also gathering from secondary sources but
with some difficulties particularly, because of lack of record data in Chiro Town
Administration.

3.7. Data analysis and ways of presentation

After collecting the data, the study will be organized the data in deferent mechanism using
table, statements and the result will be presented with percentage system. The study will be
used for both qualitative and quantitative method

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

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 Identifying the problem

Random Sampling technique

primary data
Data collection

secondary

Analyzing and
interpretation

Identify assessment of societies satisfaction in Land delivery

service

Figure3.2: Overall flow chart of the study

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