Hawassa University

COLLEGE OF URBAN DEVELOPMENT AND ENGINEERING

EVALUATE THE CHALLENGES OF URBAN LAND

TENURE SERVICE DELIVERY IN CASE OF FITCHE
TOWN

ADVISOR: Dr. Haylu Sammuel

BY: Helen Kebed

APRIL 2023
hawssa, ETHIOPIA
 COLLEGE OF URBAN DEVELOPMENT AND ENGINEERING

EVALUATE THE CHALLENGES OF URBAN LAND TENURE

SERVICE DELIVERY IN CASE OF FITCHE TOWN

A master’s thesis submitted to the Department of Urban Land Development and

Management Program, College of Urban Development and Engineering, hawassa
University, in partial fulfillment of the requirements for the award of a master’s degree in
urban land development and management.

ADVISOR:

MR.

APRIL 2023

hawassa, ETHIOPIA
 ADVISOR APPROVAL

COLLEGE OF URBAN DEVELOPMENT AND ENGINEERING

Approval of Thesis for Defense

The undersigned hereby certify that we read the thesis paper submitted by
_________________, entitled “Evaluate the Challenges of Urban Land Tenure Service
Delivery in Case of Fitche Town". We recommend the Ethiopian Civil Service University
to accept the paper in partial fulfillment of the requirements for the award of a master of
science in urban land development and management.

__________________ __________________ _____________

Advisor’s name Signature Date

__________________ __________________ _____________

Name of Department Head Signature Date

ii
 BOARD OF EXAMINER’S APPROVAL

COLLEGE OF URBAN DEVELOPMENT AND ENGINEERING

Approval of Thesis after Defense

As members of the board of examiners, we examined this thesis entitled “Evaluate the
Challenges of Urban Land Tenure Service Delivery in Case of Fitche Town”. We hereby certify
that the thesis is accepted for fulfilling the requirements for the award of the degree of Urban
Land Development and Management.

ACKNOWLEDGMENT
I would like to begin by expressing my gratitude to God for his continuous blessings and support
during my academic journey.

3
Additionally, I extend my sincerest appreciation to my advisor, Mr. ………………….. for his
unwavering encouragement, guidance, and support throughout the different stages of this study.
His valuable feedback, constructive criticism, and constant supervision from the moment an
issue is identified until it is the completion of the study have been instrumental in shaping the
study.

Furthermore, I want to express my gratitude for Mr. ……………….. for his continuing and
unwavering support from the inception of my [Link]. program to the conclusion of this study.

My heartfelt appreciation also goes out to the Ethiopian Civil Service University, whose
financial assistance allowed this study to be conducted.

Lastly, I am also grateful to my family for their unconditional love, encouragement, and support
throughout my academic journey. My sincere gratitude is extended to …………………………
and ……………………, my beloved family members, for their encouragement and support
during my thesis study. I would like to express my heartfelt appreciation to everyone who,
directly or indirectly, contributed to the success of this study.

Contents

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DECLARATION...........................................................................................................................................2
APPROVAL..................................................................................................................................................3
ACKNOWLEDGMENTS.............................................................................................................................4
1. INTRODUCTION.....................................................................................................................................6
1.1. BACKGROUND OF THE STUDY...................................................................................................6
1.2. STETMENT PROBLEM OF STUDY...............................................................................................8
1.3. RESEARCH QUATION....................................................................................................................9
1.4. RESEARCH OBJECTIVE.................................................................................................................9
1.4.1. General Objective........................................................................................................................9
1.4.2. Specific Objective........................................................................................................................9
1.6. SCOPE OF THE STUDY.................................................................................................................10
1.7. Operational Definitions.....................................................................................................................11
1.8. ORGANIZETION OF STUDY........................................................................................................11
2. REVIW OF RELEATED LITRATURE.................................................................................................12
2.1 Theoretical Review of Literature.......................................................................................................12
2.1 1. Review of Concepts...................................................................................................................12
2.1.2. Review of Theories....................................................................................................................14
2.2. Empirical literature review...............................................................................................................16
2.3. Research Gaps...................................................................................................................................17
2.3.1. Focus on Large Cities................................................................................................................17
2.3.2. Limited the Role of Technology Integration in Land Tenure Systems.....................................17
2.3.3. Lack of explored factors Affecting Urban Land Tenure and Service Delivery.........................18
2.4. Conceptual Framework.....................................................................................................................18
CHPTER THREE........................................................................................................................................20
3. RESEARCH METHDOLOGY...............................................................................................................20
3.1. Description of the Study Are................................................................................................................20
3.2. Research Paradigm, Design and Approach.......................................................................................21
3.2.1. Research Paradigm.........................................................................................................................21
3.2.2. Research Design.........................................................................................................................21
3.2.3. Research Approach....................................................................................................................21
3.3. Types and Sources of Data...............................................................................................................22
3.3.1. Types of Data.............................................................................................................................22
3.3.2. Sources of Data..........................................................................................................................22

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 3.4 Sampling design.................................................................................................................................22
3.4.1. Population and Sampling Frame................................................................................................23
3.4.2. Sampling Unit............................................................................................................................23
3.4.3. Sample Size Determination........................................................................................................23
3.4.4. Sampling Techniques and Procedure.........................................................................................25
3.5. Data Collection Instruments.............................................................................................................25
3.6. Data Validity and Reliability............................................................................................................26
3.6.1. Validity..........................................................................................................................................26
3.6.2. Reliability..................................................................................................................................26
3.7. Methods of Data Analysis.................................................................................................................26
3.7.1. Methods of Quantitative Data Analysis.....................................................................................26
3.7.2. Qualitative data analysis............................................................................................................27
3.8. Ethical Consideration....................................................................................................................27
4. Work schedule and Budget plan of the study..........................................................................................27
4.1 Work schedule...................................................................................................................................27
Dear Respondents,.....................................................................................................................................34

LIST OF TABLES

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Table 3-1 the total sample size......................................................................................................30
Table 4-1 Existing urban land tenure service delivery..................................................................36
Table 4-2 land registration process................................................................................................37
Table 4-3 Delays in receiving land tenure services.......................................................................37
Table 4-4 service delivery process transparency...........................................................................38
Table 4-5 challenges in urban land tenure service delivery..........................................................40
Table 4-6 adequate financial support for the urban land tenure service delivery system..............41
Table 4-7 Financial constraints have a direct impact on the quality of urban land tenure............42
Table 4-8 the extent have technology tools improved the timeliness of land registration processes
.......................................................................................................................................................43
Table 4-9 current technological tools sufficiency.........................................................................44
Table 4-10 integration of technology............................................................................................45

LIST OF FIGURES

Figure 4-1 Conceptual framework of the study.............................................................................24

Figure 4-2 Location map of Fitch town.........................................................................................26
Figure 4-3 Gender of the respondents..........................................................................................33

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Figure 4-4 Age of the respondents.................................................................................................34
Figure 4-5 Educational level of the respondents...........................................................................34
Figure 4-6 Job of the respondents..................................................................................................35

LIST OF ACRONYMS

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 ABSTRACT
This study aimed to evaluate the challenges of urban land tenure service delivery in Fitche Town,
Ethiopia, focusing on institutional inefficiencies, financial constraints, and technological gaps.
Employing a mixed-methods approach, the research combined quantitative surveys (99 households) and
qualitative interviews (13 officials) to assess customer perceptions, systemic barriers, and the role of
technology. Data collection tools included structured questionnaires, key informant interviews, and field
observations, analyzed using SPSS and thematic methods. Findings revealed widespread dissatisfaction
(60.6–70.7% of respondents) due to bureaucratic delays, corruption, and inadequate documentation, with
marginalized groups disproportionately affected. The study on urban land tenure service delivery in
Fitche Town reveals significant dissatisfaction among residents, with 60.6% to 70.7% perceiving services
as inefficient due to bureaucratic delays, corruption, and lack of transparency, particularly affecting
marginalized groups. While improvements in timeliness and transparency were noted, a two-tier system
persists, highlighting the need for comprehensive reforms. Recommendations include increasing funding
for infrastructure and staffing, enhancing governance transparency, and implementing context-sensitive
technology solutions to improve service delivery. Future research should focus on participatory
governance models, assess the impact of technology on service efficiency, and explore the socio-

9
economic effects of tenure insecurity, particularly for informal settlers. This multifaceted approach aims
to ensure that reforms benefit all residents and foster equitable urban development.

Keywords: Land Tenure, Tenure Service Delivery, Urban Land

CHAPTER ONE

1. INTRODUCTION
1.1. Background of the Study

Effective urban land tenure services are essential for maintaining sustainable cities and
social stability (Meyer & Auriacombe, 2019). The rapid pace of global urbanization is
intensifying demands on land management systems to ensure fair access to land and basic
services. However, in numerous developing nations, weak urban land tenure frameworks result
in ineffective and unequal service distribution (Koroso & Zevenbergen, 2024). The lack of
robust land tenure mechanisms frequently leads to uncontrolled expansion of informal
settlements, increased land conflicts, and constrained economic progress. Strong land
governance is vital to ensuring access to fundamental services—including housing, clean water,
and sanitation—for sustainable urban growth (Rao P et al., 2022). Moreover, technology plays a
pivotal role in strengthening land tenure systems by streamlining land administration processes
and improving the efficiency of service provision (Salmerón-Manzano & Manzano-Agugliaro,
2023).

The complexities of urban land governance in Africa are exacerbated by soaring

population rates, swift urban expansion, and archaic land record-keeping methods, leading to
service delays and tenure disputes (Awuah & Abdulai, 2022). The correlation between
dysfunctional land management mechanisms and substandard urban services manifests in
expanding informal settlements and persistent socioeconomic deprivation, highlighting the need
for institutional reforms in property rights systems (Thompson & Tapela, 2019). The persistence
of land tenure issues stems from poorly functioning governance frameworks marked by

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institutional disconnects, ultimately depriving large segments of society of legally recognized
and enforceable property rights (Rao P et al., 2022). Poorly managed land tenure systems often
become catalysts for national discord, as unfair or unclear property rights breed resentment and
clashes—especially when land access is tied to survival, identity, or power. Inadequate policies
or corruption in land allocation can deepen societal fractures, turning land into a flashpoint for
instability (Chitonge & Harvey, 2021). In South Africa, public views on municipal and land
office services are heavily influenced by systemic land tenure issues including sluggish
registration processes, governance weaknesses, and inadequate infrastructure. Many view public-
private partnerships as a viable strategy to overcome these persistent challenges (Markets, 2015).

Delivering urban land tenure services remains a major challenge in Ethiopia, especially in
rapidly expanding cities (Koroso & Zevenbergen, 2024). Rising urban land demand and
inefficient administration systems result in inadequate service delivery (Babalola et al., 2024).
Urban land tenure service delivery struggles due to weak institutions, poor governance, and
outdated land management systems (Emiru et al., 2023b). Digital solutions are transforming land
management through quicker processing, open data, and improved efficiency (Yiadom et al.,
2014). Ethiopia must prioritize land tenure reforms to advance sustainability, despite ongoing
governance and service challenges (Tolasa et al., 2023). These challenges demand urgent
reforms in land governance, institutional structures, and digital solutions to optimize service
delivery (Joannides, 2023).

Effective urban land tenure services are key to addressing local governance challenges in land
management (Nuhu, 2019). Ineffective urban land governance frequently struggles with
bureaucratic delays and poor public engagement, fueling frustration among land service users
(Yiadom et al., 2014). The aim of this study is to assess customer opinions regarding existing
land tenure services, identify factors affecting these services and analyze the role of technology
in enhancing service delivery. Previous studies have highlighted that effective urban land
governance is essential for sustainable urban development and that the integration of technology
can significantly improve transparency and efficiency in service provision (Siyum, 2023).

Identifying the drivers of land service performance is crucial for creating targeted, locally
relevant solutions (Kosec & Wantchekon, 2020). The factors influencing land tenure service

11
delivery are institutional capacity, public engagement and technological adoption play a
significant role in shaping the effectiveness of land administration systems (Emiru et al.,
2023b).Technology can be used to improve service delivery, particularly in the context of
enhancing the efficiency of public services between rapid urbanization(Wu et al., 2016). Studies
have shown that e-governance initiatives can enhance service delivery by reducing corruption
and improving accountability (Yiadom et al., 2014).

As the capital of North Shewa Zone, Fitche Town struggles with overwhelming land service
demand, leading to processing delays and frustrated residents. According to (Program, n.d.),
highlight smaller towns experience unique challenges in land administration, which often result
in informal settlements lack of technology and inadequate documentations. Their service
delivery is influenced by institutional weaknesses, inadequate documentation, lack of capacity
building, lack of transparency, limitation of finance and limited technological integration (Tolasa
et al., 2023).

Digital tools are critical for modernizing land services, addressing urban growth demands while
streamlining processes. Where technological tools have helped improve the accuracy and speed
of land registration processes (Habtemariam, 2022). The integration of technology will be
identified as a transformative tool for improving urban land tenure service delivery. Improve
transparency, reduce land disputes and enhance the overall efficiency and accessibility of land
tenure services in the town, leading to better governance and improved service outcomes (Kone,
2024) Although e-governance in Feche town can increase transparency, reduce corruption and
improve efficiency (Emiru et al., 2023). This study aims to identify the opinion of costumer and
to explore the challenge of urban land tenure service delivery in fitche town .

1.2. Statement of the Problem

Effective land service delivery remains a persistent hurdle in developing countries. Research in
Nigeria exposed bureaucratic inefficiencies, transparency gaps, and minimal public participation
as key barriers in eight states (Ghebru & Okumo, 2016). Similarly, (Salmerón-Manzano &
Manzano-Agugliaro, 2023)and (Manzano-agugliaro & Salmer, 2023) International land tenure
studies emphasize combining governance reforms and tech solutions to tackle inefficiencies, yet
often overlook localized user perspectives and urban-specific tech implementations. Aditionally

12
(Chitonge & Harvey, 2021)) highlight the major land governance challenges is the
consequences of weak and ineffective land governance systems. One of the common issues for
land tenure challenges is land governance systems weak and ineffective (Katusiime & Schütt,
2020). However, these studies mainly focus on governance and tenure security, overlooking the
role of technological skills in addressing institutional service delivery challenges.

The privies studies by (Sciences, 2022)) and (Emiru et al., 2023a) highlight institutional
weaknesses, bureaucratic delays and inconsistent policy implementation as major barriers to
effective urban land tenure and administration. While they often overlook customer opinions,
institutional capacity, issues related to finance and the practical integration of technology into
service delivery frameworks.

Although some studies have examined land tenure service delivery challenges in various
countries, they often overlook specific contextual issues such as professional management
practices, inadequate documentation, financial limitations and the role of technology in urban
land tenure service delivery for small towns like Fitche. These studies often lack the necessary
contextual details to effectively address local challenges. This research fill this gap by focusing
on Fitche Town's unique issues, evaluating customer opinions, identifying key barriers to service
delivery, analyzing the role of financial resources in urban land tenure service delivery and
analyzing the role of technology in improving urban land tenure service delivery.

1.3. Research Questions

1. How do residents perceive the quality of urban land tenure service delivery in Fitche Town?
2. What are the key challenges of land tenure service delivery in Fitche Town?
3. To what extent the role of financial resources in urban land tenure service delivery?
4. How does technology contribute to improving urban land tenure service delivery?

1.4. Research Objective

1.4.1. General Objective

The general objective of the study is to evaluate the Challenges of urban land tenure service
delivery in case of Fitche Town.

1.4.2. Specific Objective

 To Assessing opinion of customers about the existing land tenure service delivery

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  To identify key challenges in urban land tenure service delivery in Fitche Town.
 To analyze the role of financial resources in urban land tenure service delivery.
 To examine the role of technology in improving urban land tenure service delivery.

1.5 Significance of the study

This study is significant as it analyzes the challenges of urban land tenure service delivery in
Fitche Town. By identifying barriers such as institutional inefficiencies, inadequate
documentation and limited technological integration it provides insights for improving land
tenure service delivery. It can also useful as support to explain the use of technology on the
speed and quality of land tenure services. Based on the nature of service delivery and dispute
resolution mechanisms, this study provides use for improving land service delivery..

1.6. Scope of the Study

Thematic scope: The study area will be centered in Fitche Town related to urban land service
delivery based on the description of the current phenomena towards the daily activities with tasks
of the sector and performance potential of annually, monthly and daily activities of urban land
tenure Service delivery mechanisms.

Temporal scope: the study deals with investigating the challenges of urban land tenure service
delivery information on four kebel’s in Fitche town North shewa Oromia Region Ethiopia. The
time takes from the first title selection date, October, up to the final submission of the research.
June is 9 months, which is when this research finalization takes. The primary citation utilized
throughout this study is from sources published between 2014 and 2025, which provide critical
insights into challenge of urban land Service delivery mechanisms.

Spatial scope: The study is geographically limited to Fitche town North Shaw Zone and is meant
to assess the challenges of land tenure service delivery in the town. The towns constitute around
8 urban Keble, but the target of this study sampling purpose was on four Keble
(Didahexo,Burqaa Jallee, Burqabuki and Ganda Guddaa).Moreover, the study will be limited to
the challenges of land tenure service delivery in content.

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1.7. Operational Definitions

Urban Land Tenure: Urban land tenure refers to the legal and institutional arrangements that
define the rights and responsibilities of individuals or groups regarding land ownership use and
transfer within urban areas.
Service Delivery: Service delivery in the context of urban land tenure encompasses the
processes and systems through which local government authorities provide land-related services
to citizens.

Challenges in Service Delivery: Challenges in service delivery refer to obstacles or difficulties

encountered by local authorities in providing effective urban land tenure services such as
Inefficiencies, Inadequate documentation, lack of transparency, Institutional capacity and limited
public participation.

Urban Governance: Urban governance refers to the frameworks, processes, and institutions
through which local governments manage urban development and service delivery.

Customer Opinion: Customer opinion refers to the perceptions, attitudes, and satisfaction
levels of residents regarding the quality and effectiveness of land tenure services provided by
local authorities in Fitche Town.

1.8 Limitation of the Study

This study is constrained by its limited sample size (99 respondents) and focus on four kebeles,
which may reduce the generalizability of findings across Fitche Town’s diverse population.
Reliance on self-reported data risks response bias, while the nine-month timeframe may overlook
seasonal or longitudinal trends. The research prioritizes institutional, financial, and technological
challenges but does not fully address external factors like political dynamics or macroeconomic
conditions. Additionally, proposed tech solutions assume baseline infrastructure, potentially
neglecting marginalized areas with limited connectivity or digital literacy.

1.8. Organization of Study

The proposal research will be organized in 3 chapters. The first chapter contains; background of
the study, statement of problems, Objective of the study, significance Scope of study and
Operational Definitions of study. The second chapter contains; theoretically review of related

15
literature, empirical study of related articles, theoretical framework and identification of research
gap. The third chapter of the study which is methodology part contains, research design,
research approach, population and sampling method, method of data collection, analytical
approaches and also discussing ethical consideration.

CKAPTER TWO
2. REVIW OF RELEATED LITRATURE
2.1 Theoretical Review of Literature
2.1 1. Review of Concepts
Land Tenure Concept

Land tenure refers to the legal or customary rights individuals or groups have over land(Chigbu
et al., 2017). It defines how land is owned, used, transferred, and managed within a specific legal
and institutional framework (Ghebru & Okumo, 2016).In urban areas, secure land tenure is
critical for sustainable development provides individuals with access to housing and economic
opportunities while fostering investment in infrastructure. Tenure Security is degree of
confidence that land users have in their rights to use or own land without risk of disputes
(Ghebru & Lambrecht, 2017). Secure tenure is essential for reducing poverty and promoting
urban stability. Formalization can improve tenure security but often faces challenges such as
bureaucratic inefficiencies and corruption (Salmerón-Manzano & Manzano-Agugliaro, 2023).

Tenure Security

Tenure security is the degree of confidence that land users have in their rights to use or own land
without risk of disputes (Ghebru & Lambrecht, 2017; Turimubumwe et al., 2022). Tenure
security is a crucial element for both individual well-being and broader societal
development(Tseng et al., 2021). Secure tenure fosters long-term investment in land and

16
property, thereby reducing poverty and enhancing economic stability( Singirankabo & Ertsen,
2020). However, achieving this security in urban areas is often challenged by factors such as
informal settlements, weak governance structures, Inadequate Documentation, and inefficient
land administration systems, which can undermine the clarity and enforcement of land rights
(Abdillah et al., 2022).

Challenges in Urban Land Tenure Service Delivery

One of the primary challenges in urban land tenure service delivery is the prevalence of informal
land tenure systems(Agheyisi, 2020). In many rapidly urbanizing cities, informal settlements
grow faster than formal infrastructure development leading to a mismatch between urban growth
and service provision(Fekade, 2000). Effective service delivery is further hindered by
governance and institutional barriers, including administrative inefficiencies, lack of logistical
resources (such as computers), weak managerial capacity, ineffective monitoring, insufficient
accountability and transparency(Studies, 2017). Additionally, limited community awareness,
inadequate financial resources, and a shortage of skilled personnel exacerbate these challenges.
(Aminuzzaman, 2014).

It is often the poorest citizens who are worst affected by the uncertainties surrounding their only
asset and source of livelihood land and when land tenure relations are not managed effectively
tensions, conflict, and sometimes war, ensue.(Chitonge & Harvey, 2021). Secure land tenure
systems not only guarantee property rights but also facilitate the delivery of essential services to
urban populations. Inefficiencies, Lengthy procedures for land registration and title issuance
often discourage citizens from formalizing their land rights (Program, n.d.).

Institutional Capacity Factors

One of the primary challenges facing urban land tenure service delivery in Town is the weak
institutional capacity of local land administration bodies. The capacity of these institutions to
manage urban land effectively is often hindered by inadequate staffing, poor training, and a lack
of technological infrastructure. Studies show that inefficient land administration systems often
lead to delayed land registration processes and unresolved land disputes(Sciences, 2022).

17
Without adequate resources, institutions cannot maintain effective oversight or deliver land
tenure services in a timely manner

Efficiency and effectiveness are critical parameters for the quality of public service delivery,
particularly in land administration. ( Ashenafi 2018 ) issues of inefficiency, including delays in
service delivery and a lack of adherence to service standards(Udessa et al., 2021) notes that
bureaucratic delays and lengthy processes negatively impact service users. The absence of
accurate, integrated, and computerized land information further hampers efficiency, affecting the
overall effectiveness of public service delivery. Transparency is another significant concern, as it
relates to risks of bribery and nepotism within land administration (Advisor & Hiruy, 2011)and
shortage of building capacity employees for surveying and planning tasks contributes to poor
service delivery. The lack of certified professionals exacerbates these challenges, leading to
ineffective public services.

Technology Adoption
Technology factors play a crucial role in the delivery of urban land tenure services. These factors
encompass the technological, administrative and infrastructural elements that affect the
efficiency and effectiveness of land tenure systems. Land records are often managed by different
departments including land administration and urban planning but lack of data interoperability
between these systems can create inefficiencies and discrepancies in land tenure records
(Landholders, 2023). Innovations GIS and digital platforms can streamline processes, enhance
transparency, and improve data accuracy (Attah et al., 2024). Databases and computer could be
useful for analyzing and valuing land management options for sustaining natural capital and
maximizing services. (Grace et al., 2016). However, limited internet access, especially in low-
income urban areas can hinder the effective delivery of services.

Financial Resources

Financial resources are an essential component in the provision of efficient urban land tenure
services, and an empirical connection exists between adequate funding and the actualization of
strategic plan execution in land administration office s(Ngugi, 2024). Adequate financial
allocation ensures operational effectiveness, capacity of staff, and innovation in technology,
whereas underfunding results in inefficiency in systems, delayed service delivery, and the

18
expansion of informal settlements (Interventions, 2024). Digitization of land records, staffing
shortfalls, training staff, stable internet and telecommunication infrastructure availability, and
functional office facilities all depend on sustainable financing(Keliwaal et al., 2023). Investing in
digital land management systems, enhance transparency, accelerate processing, and reduce
disputes(Ameyaw & de Vries, 2021). Underfunded, land offices are beset by ineffective manual
processes, corruption risks, and service backlogs, ultimately undermining tenure security and
urban development goals(Mbaye, n.d.). Strategic financial planning and resource mobilization
are required to modernize land administration and ensure equitable service delivery(Nwaoburu,
2024).

2.1.2. Review of Theories

Theoretical Frame work

The study will examine three theoretical frameworks that can explain the challenges of urban
land tenure eservice delivery. Such as Theory of Land Tenure and Property Rights, urban land
governance theory and Institutional theory that address urban land tenure service delivery

Land Tenure Security Theory

Land tenure security refers to the guarantee with which the rights in the land are used and
assured free from capricious interference ((Meyer & Auriacombe, 2019). The study will apply
the concept of land tenure in regard to how individuals and groups of people living on land for
normal housing purposes have the rightful tenure rights that need safeguarding and
ensuring(Kenfack Essougong & Teguia, 2019) . Weak tenure security has been acknowledged as
a driver of informal settlements, land disputes, and economic decline (Koroso & Zevenbergen,
2024).Unsecured tenure discourages long-term investment in land management and
development. The model postulates that all residents should have legitimate claims to land they
live on for basic housing needs(Whittal, 2014).

Urban Governance Theory

Urban governance is the processes, institutions, and actors that deal with urban affairs. Good
governance practices encourage transparency, accountability, citizen involvement, and
compliance with the rule of law(Christine et al., 2014). Inefficiency and unresponsiveness in
urban land management hamper effective land management(Mundonga, 2022). The significance

19
of a responsive governing system to the people's needs (Lawry et al., 2017). Good governance
practices enhance transparency and accountability, leading to better outcomes in land
administration (Sungena et al., 2014). Weak land governance exacerbates poverty, social
exclusion, economic constraints, environmental degradation, and tenure insecurity(Woreda et al.,
2015) To tackle these challenges, governance arranges and gathers the resources, information
and use expert skills(Jansen & Kalas, 2020).This framework is focused on knowing the condition
of the current governing structure, noting where transparency, accountability and citizen
engagement can be improved to enhance the process of land tenure.

Service Delivery Theory

Theory of service delivery focuses on the provision of public services to the (Tummers et al.,
2015). Efficiency, effectiveness, equity, and responsiveness are some of the main elements of
quality service delivery(Njuguna & Mirugi, 2017). This research identifies the determinants of
land tenure service delivery, giving precedence to technological adoption and institutional
capacity (Taurus & Wamae, 2022)). To ensure sustainable urban development, effective urban
land governance should be established(Joannides, 2023). The study assesses the existing service
delivery mechanisms, determines the bottlenecks and proposes interventions for improving
effectiveness and efficiency of the land tenure services in Fitche Town.

Institutional Capacity Theory

Institutional capacity is the ability of a system or organization to perform its functions

efficiently, effectively, and sustainably (de Leeuw, 1962). These include human resources,
finance, infrastructure and organizational structures(Flink & Chen, 2021). The institutional
framework includes clarity of roles, empowerment of staff, numbers of staff and skill sets(de
Villiers & Stander, 2011). Institutional arrangements and governance structures significantly
influence the results of service delivery (Ghebru & Okumo, 2016). Also Government agencies,
local governments and community-based organizations as formal and informal institutions affect
land tenure practices(Krantz, 2018).

2.2. Empirical literature review

In Ethiopia, according to the research conducted by (Adam, 2014) entitled a study on” peri-
urban land tenure in Ethiopia” The study, published in Volume 15, pages 135-147, aimed to

20
explore how land tenure systems affect land access and security in Ethiopia's rapidly urbanizing
peri-urban areas. Adam used a mixed-methods approach, combining qualitative interviews and
quantitative surveys with a sample size of 250 households. The findings indicated that unclear
land tenure systems, legal complexities and inadequate policies significantly hindered land
access and security for urbanizing communities. The researcher suggests that Ethiopian land
tenure policies be reformed to ensure more transparent, equitable and secure land access,
especially for marginalized peri-urban populations.

Study's gap lies in the broader urban land tenure context, particularly in smaller towns such as
Fitche. My research on "Assessing the Challenge of Urban Land Tenure Service Delivery the
Case of Fitche Town, North Shewa, Oromia Region" will contribute to filling this gap by
offering specific insights into the urban land tenure issues in Fitche Town. The challenges of
urban land tenure service delivery in small towns like Fitche may involve different dynamics,
particularly regarding local governance, administrative efficiency and the effectiveness of land
tenure policies in smaller urban settings.

According to (Habtemariam, 2022) On his study entitled “assessed urban land management
practices” in Jimma City, Southwest Ethiopia, using a mixed-methods approach, which included
interviews, surveys, and document analysis. A total of 250 participants were selected through
stratified random sampling, representing government officials, land users and urban planners.
The study found significant challenges in urban land tenure, including inadequate land
registration systems, unclear land rights, limited access to land information and inefficient urban
planning and rapid urbanization. Based on these findings, suggest those improving land
registration systems, enhancing public awareness of land rights and strengthening land
administration mechanisms. The study highlights the importance of effective land management
in promoting equitable urban development and improving urban land tenure service delivery.

Although the study have gap in its exploration of the specific challenges related to investigate
the role of modern technology or innovations in improving land tenure service delivery and not
address the impact of local community participation in land governance. This gap can be filled
by focusing on the challenges of “assessing the challenge of urban land tenure service delivery in
Fitche Town” by explore how urban land tenure services can be improved through community
engagement, adoption of technological tools to enhance transparency and service delivery.

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2.3. Research Gaps
The empirical reviews identified several research gaps related to my studies area titled
“Assessing the challenge of urban land tenure service delivery a case of Fitche Town North
shewa zon Oromia Regional State.” Here are Theree key gaps.

2.3.1. Focus on Large Cities

Most studies on urban land tenure service delivery those mentioned in the literature, often
focus on large cities or broader regional analyses with limited attention to the specific challenges
of urban land tenure service delivery in medium-sized towns like Fitche. Based on my
knowledge, no research has been conducted on the assessing the challenge of urban land tenure
service delivery in Fitche Town of North Shewa Zone, Oromia Regional State. Therefore, my
study will fill this gap by offering focused insights into the specific land tenure challenges and
service delivery issues in Fitche,

2.3.2. Limited the Role of Technology Integration in Land Tenure Systems

While most of studies address land tenure in various contexts, few examine how technology can
enhance land tenure administration, particularly in terms of improving efficiency, transparency
and service delivery. But there is a gap in exploring how technology (such as digital land
registries, mobile apps for land-related services, or automated systems) can help improve
accessibility and efficiency in urban land service delivery. Therefore, my study will fill this gap
by Exploring the potential of modern technology in enhancing urban land service delivery in
Fitche town, North Shewa, Oromia region. By focusing on these aspects, my study will make a
valuable contribution to understanding how technology can enhance urban land service delivery.

2.3.3. Lack of explored factors Affecting Urban Land Tenure and Service Delivery
Most studies focus on policy and political aspects, leaving a significant gap in the investigation
of local governance and institutional capacity, the role of technology (e.g., GIS systems, mobile
platforms, digital land registries) and limited exploration of how finance constraint affect land
tenure service delivery, informal settlements, land conflicts and economic constraints affect
urban land tenure security and basic service provision. My study addresses these gaps by
assessing how administrative challenges and bureaucratic inefficiencies impact urban land
service delivery. By addressing these factors, my study will provide valuable insights into how

22
 local governance, technology adoption and socio-economic challenges influence urban land
tenure service delivery in Fitche Town.

2.4. Conceptual Framework

The conceptual framework explain the research objective to illustrate link the variables with
concept and define the key concepts involved in urban land tenure, service delivery, the
challenges faced and the factors influencing them. The relationships among these variables will
be illustrated in a diagram.

GIS
Revenue Online Administ Bureau
Budget Funding Digital land mapping Corruptio
generation service rative cratic
allocation constraints registries usage n
models portals capacity delays

Financial Technological Institutional

Resources Adoption Factors

Key Challenges

Land tenure service delivery

Resident
Satisfaction

23
Figure 0-1 Conceptual framework of the study

Source: Prepared by Researcher

CHPTER THREE

3. RESEARCH METHDOLOGY

3.1. Description of the Study Area

Fiche Town situated in central Ethiopia, serves as the administrative center of the North Shewa
Zone in the Oromia Regional State. It is located about three kilometers from the main Addis
Ababa-Debre Marqos road and approximately 114 km north of Addis Ababa on the Bahir Dar
road. The town's coordinates span from 9°44′50″N to 9°48′42″N latitude and 38°42′35″E to
38°46′50″E longitude Is's Weather is cool weather year-round depending on the height and
location. Fiche Town has a total land area of 3,325.1 hectares and comprises seven
administrative kebeles which include Ganda Heto, Burka Gora, Chafe, Ganda Guda, Burka Jale,
Burka Buki and Ganda Gara. The town borders Debre Libanos Woreda in the east, Degem
Woreda in the west, Lemi Town in the north and Fital Town in the south.

Fiche Town has experienced rapid urbanization over the past 10–15 years. The estimated
population was 152,610 persons, out of which 81,056 were males and 71,554 were females. The
town consists of around 13,725 households. Rural-to-urban migration accounts for a large
percentage (around 40%) of its population growth, as well as natural population increases. The
Fiche Town has experienced rapid growth, which has placed huge pressure on its socioeconomic
infrastructure. Among some of the issues are excessive unemployment levels, housing
deficiency, inefficiency land relented service. Lack of adequate health and education facilities,
lack of functional markets, information systems and environmental degradation

24
.

Figure 0-2 Location map of Fitch town

Source: GIS lab work, 2025

25
3.2. Research Paradigm, Design and Approach

3.2.1. Research Paradigm

A research paradigm is a framework or perspective that guides the execution and interpretation
of research. It includes the assumptions, beliefs, ethical standards and theoretical viewpoints of
the researcher, all of which influence how they approach a research problem and the methods
they use to collect and analyze data(Khatri, 2020).
The study will employ both a positivist (quantitative) and a naturalist (qualitative) research
paradigm in order to achieve the aforementioned objectives. By combining the two research
paradigms and using different techniques. The researcher can bridge any gaps that may arise
during the study. Furthermore, it is advantageous to extend the researcher's viewpoint, fully
comprehend and develop plausible theories about the nature of the problem under investigation
(Kivunja & Kuyini, 2017).

3.2.2. Research Design

This study utilized a descriptive research method combine with a mixed research approach to
assess and analyze the challenges related to land tenure service delivery in Fitche Town. In this
regard, the research is using a mixed-methods design that combines both qualitative and
quantitative approaches for collection of both types of data. Primary data were gathered through
a combination of mixed-type questionnaires, in-depth interviews and field observations.
Additionally, secondary data were reviewed to support the study. Both probability and non-
probability sampling techniques are employed. Simple random sampling a probability method
and purposive sampling.

3.2.3. Research Approach

To achieve the study's objectives, a mixed research approach is employed combining both
qualitative and quantitative data collection. The concurrent mixed-method design allowed for the
sequential collection and analysis of both data types. This approach provides deeper insights by
triangulating data from questionnaires, interviews and field observations. A descriptive research
method is used to guide the study. Both qualitative and quantitative data were gathered through
surveys, interviews and observations.

26
3.3. Types and Sources of Data

3.3.1. Types of Data

There are two types of data that can be collected to assess the challenges of urban land tenure
service delivery including

Quantitative Data: This type of data is numerical and can be measured using statistical
methods.

Qualitative Data: This type of data is descriptive and provides insights into individuals'
experiences and opinions. It can be collected through open-ended and close-ended questions and
interviews a deeper understanding of the challenges faced.

3.3.2. Sources of Data

The study will use both primary and secondary data sources.

Primary data sources: data will be collected directly from respondents through interviews and
questionnaires in the study area. This data will help validate the information and will primarily
come from government officials, department heads, employees and residents selected for their
relevance to the study.

Secondary data sources: data collected from relevant books, published and unpublished
journals, internet sources, articles, annual reports and official documents. These sources will
provide additional information about the problem under investigation and enrich the study with
relevant data.

3.4 Sampling design

The study will use a mixed-methods approach with both probability and non-probability
sampling. For the quantitative part, simple random sampling will be used to ensure equal
selection chances and minimize bias. For the qualitative part, purposive sampling will be
employed to select participants based on specific criteria ensuring relevant insights.

3.4.1. Population and Sampling Frame

Population

27
The population of this study consists of two groups, customers currently using urban land tenure
services provided by the Urban Land Office and employees of the Fitche Town Urban Land
Administration Office. The population refers to the entire group from which the sample is drawn.
To achieve the study’s objectives, relevant government offices and households are identified as
the primary target populations. A questionnaire is distributed to 99 households that visited the
Urban Land Administration Office. Additionally, interviews will be conducted with 13
employees working at the office, including, 2 department heads, 1 general manager, 1
documentation specialist and 1 municipality manager all of whom will be selected for the
sample.

Sampling Frame
The sampling frame for this study on urban land tenure service delivery includes customers who
are currently using the services, employees of the Fitche Town Urban Land Office. The frame
comprehensive and up-to-date to ensure all customers have an equal chance of selection and that
it reflects a diverse range of participants for a representative sample.

3.4.2. Sampling Unit

For this specific study, the sampling unit are employees in the Office of Land Administration
Office, relevant Officials and who are currently using the urban land tenure services urban office
of Fitche town

3.4.3. Sample Size Determination

The sample size for the study population will be determined from total customer (99) by using an
appropriate sampling formula, and finally by summation of the sample size obtained from
employments of land administration office, relevant Officials and households will provide the
actual sample size of the study population. From the Fitche customer select use by stratified
sampling. The Out of the total number of employments of land administration office, use by
purposive/judgment sampling will be chosen for questionnaires. The key informants and the
household will be selected for intended interviews. The study will use a 95.53% of confidence
level for better accuracy, which will give a margin error of 0.1. According to (Yamane, 1967)
the following formula is used.

n=N/1+N (e) 2 n=Sample Size

28
n=9670/1+9670*0.01=9670/97.7=99 N=Population of HH

e=Margin error

Table 0-1 the total sample size

No Name of the office selected Total Sample size Sample

and Study population Nonemployees %
in Each Office
1 Land administration office 1 1/1+1*0.1*0.1=1 0.99
manager
2 Land administration office 8 7/1+7*0.1*0.1=7 6.54
experts
3 Land administration office 2 2/1+2*0.1*0.1=2 1.96
team leaders
4 documentation specialists 1 2/1+2*0.1*0.1=2 1.96
3 Municipality /manager/ 1 1/1+1*0.1*0.1=1 0.99
Total employees office select 13 13 11.50
4 Total households 385
Total sample size 411 100

3.4.4. Sampling Techniques and Procedure

This research will use both probability and non-probability sampling methods. Purposive
sampling, a non-probability technique will be employed to select government officials, while
stratified sampling, a probability technique, will be used to select households from the study
population.

3.5. Data Collection Instruments

The data were collected from primary and secondary sources. Questionnaires were used to
collect data from customers and employees. As to customers 112 questionnaires were
distribute. First hand data is collect by employing interview and distributing questionnaire.
Interview would be hold with concern the key informant working in urban land Administration
offices or in land related Departments and also the house hold respondent use to collect data by
interview. Questionnaires would distribute for professional experts of land administration office

29
and related officials of respondents, Secondary data, will be collect from urban land
administration office by hard and soft copy documents and others.

However, for the purpose of the study, the researcher will use both close ended and open ended
questionnaires, key informant interviews data collection instruments.

There are a lot of data collection instruments used by different researchers for the collection of
quantitative and qualitative data from various sources based on the purpose of their study.
However, for the purpose of the study, the researcher will be used only questionnaires, key
informant interview, Observation and document reviews as data collection instruments

Questionnaires: Closed-ended questionnaires will be used for the 99 respondents, offering a list
of predefined alternatives from which they will select the answer that best describes their
situation. Open-ended questionnaires will be administered to the 13 respondents, allowing them
complete freedom in their responses.

Key informant interviews: The study aim to gather data from key informants through in-depth
interviews 3 respondents will be required using guides consisting of semi-structured questions
relevant to the research. Land Administrative managers 1 respondent and grope leader land
tenure 1 respondent selected and also from Municipality 1 person required respondents for
interview conducted via this instrument.

Observation: uses to see the real situation of land tenure service delivery system. Using this
method, the researcher having to see different issues like modern document utilization, work
procedures, customer handling and layout of document.

3.6. Data Validity and Reliability

In order for the research to provide useful results, the validity and reliability of the measures
utilized are essential components.

3.6.1. Validity
Validity can also be attained when the results of data analysis are accurately reflected in the
meaningful and understood data that was collect from the pertinent respondents. Questionnaires
and interview tools will be used in the study to gauge respondents' accuracy in providing
information on the topics being studied. Validity in the context of the study area will entail the

30
use of proper tools and protocols in selecting suitable respondents for adequate data collection in
order to effectively investigate the topics or problems being studied.

3.6.2. Reliability
In the study area, reliability will imply that the ability to measure or test respondents' behaviours
will yield similar results or responses about the issues under investigation when employed over
different time periods. Reliability is a measure of the consistency of measured values acquired in
repeated measurements under the same conditions with the same measuring equipment.

3.7. Methods of Data Analysis

Data will be collects from clients and staff using questionnaires, to ensure accuracy and
consistency. Quantitative data were analyzing using SPSS Version 25 and Excel, while
qualitative data from document reviews and interviews were analyzed thematically. Descriptive
statistics were employed to summarize the findings. The analysis included both quantitative and
qualitative methods to provide a comprehensive understanding of the results.

3.7.1. Methods of Quantitative Data Analysis

This is useful when describing a distribution of measures meaningfully using a few indexes and
statistics. The number based data collected from the respondents will be quantitatively analysed
using techniques such as means, averages, modes, frequency distribution, percentages and charts.

3.7.2. Qualitative data analysis

Word based data analysis is used in qualitative data analysis. It is useful to use a systematic and
logical data analysis method in order to obtain meaningful conclusions and recommendations,
particularly about patterns, trends and linkages that can be drawn from the information obtained..

3.8. Ethical Consideration

This study adhered to ethical principles at every stage, including voluntary participation, non-
harm, anonymity, confidentiality and transparency in both analysis and reporting. The researcher
ensured that the procedures were conducted ethically and professionally, informing respondents
about the study's academic purpose while safeguarding their privacy and confidentiality
throughout the process.

31
 CHAPTER FOUR
4. RESULT AND DISCUSSION
This chapter analyzes findings and discussion on urban land tenure service delivery in
Fitche Town, beginning with respondents’ profiles to contextualize their perspectives. It explores
widespread dissatisfaction with current services, identifies systemic challenges like bureaucratic
delays and corruption, and evaluates financial constraints and technological gaps) as critical
barriers. By linking empirical data to institutional and operational flaws, the chapter highlights
urgent needs such as digitization and funding reforms to improve efficiency, equity, and
transparency,

4.1 Background Profile of the Respondents

Gender of the Respondents

70

60

50

40
Count

30

20

10

0
male female
Sex

Figure 4-3 Gender of the respondents

Source: Field Survey, 2025

The table presents a bar chart comparing counts between males and females, with the y-axis ranging from
0 to 70 and the x-axis labeled "Sex" with categories "male" and "female." The count for males is
approximately 60, while the count for females is around 40, indicating a higher representation or

32
frequency for males in the given data. The chart provides a clear visual contrast between the two groups,
with males significantly outnumbering females in this context.

Age of the respondents

70
60
50
40
Count

30
20
10
0
Below 25 years 26-35 years 36-45 years 46-55 years above 55 years
Age

Figure 4-4 Age of the respondents

Source: Field Survey, 2025

The table displays a bar chart showing the distribution of counts across different age groups, with the y-
axis ranging from 0 to 70 and the x-axis labeled "Age" with categories "Below 25 years," "26-35 years,"
"36-45 years," "46-55 years," and "above 55 years." The highest count (approximately 60) is observed in
the "26-35 years" age group, followed by a gradual decline in older age brackets, with the lowest count
(around 10) in the "above 55 years" category. This suggests that the dataset is most heavily represented by
individuals in their late 20s to mid-30s, with decreasing representation as age increases.

Educational level

33
 60

40

20

0
Count

Educationallevel

Figure 4-5 Educational level of the respondents

Source: Field Survey, 2025

This bar chart illustrates the distribution of counts across different educational levels, with the y-axis
ranging from 0 to 60. The x-axis represents "Educational level," including categories such as "Cannot
read and write," "Primary education," "Secondary education," "Vocational and diploma complete,"
"BA/BSc holder," and "MA/MSc and above." The highest count (around 50) corresponds to "Secondary
education," indicating it is the most common attainment level in the dataset. In contrast, the lowest counts
are observed at the extremes: "Cannot read and write" and "MA/MSc and above," each with fewer than
10 individuals. The data suggests a bell-shaped distribution, with moderate representation in "Primary
education" and "Vocational/diploma," and a peak at the secondary level.

Job of the respondents

60

50

40
Count

30

20

10

0
Government employee Farmer Private Unemployed
regular job

34
 Figure 4-6 Job of the respondents

Source: Field Survey, 2025

This bar chart depicts the distribution of counts across different employment categories, with the y-axis
ranging from 0 to 60. The x-axis represents job types, including "Government employee," "Farmer,"
"Private," "Unemployed," and "regular job." The highest count (around 50) corresponds to "Farmer,"
making it the most common occupation in the dataset. "Private" employment follows with a moderate
count (approximately 30), while "Government employee" and "regular job" have lower counts (around 20
each). The "Unemployed" category shows the smallest representation (below 10). The data highlights
agriculture ("Farmer") as the dominant employment sector, with other categories trailing behind.

4.2 Opinion of customers about the existing land tenure service delivery
Table 0-2 Existing urban land tenure service delivery

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 39 39.4 39.4 39.4
No 60 60.6 60.6 100.0
Total 99 100.0 100.0
Source: Field Survey, 2025

The data reveals that a majority of respondents (60.6%) perceive the existing urban land tenure
service delivery in Fitche Town as ineffective and inefficient, while only 39.4% believe it is
functioning well. This significant disparity (a difference of 21.2 percentage points) indicates
widespread dissatisfaction with the current system. The high percentage (60.6%) of "No"
responses suggests critical shortcomings in service delivery, which may include bureaucratic
delays, lack of transparency, corruption, or inadequate infrastructure for land registration and
dispute resolution. Such inefficiencies can hinder urban development, discourage investment,
and create tenure insecurity, leading to disputes and informal settlements.

On the other hand, the 39.4% who responded "Yes" may represent beneficiaries of the system or
individuals who have had smoother experiences, possibly due to better access to information or

35
connections within administrative offices. However, their minority status implies that the system
is not consistently reliable for most residents. The findings highlight an urgent need for reforms
in Fitche Town’s urban land tenure administration. Possible measures include digitizing land
records, reducing bureaucratic red tape, enhancing public awareness, and strengthening
grievance redress mechanisms. Without improvements, the current inefficiencies could
exacerbate urban planning challenges, limit economic growth, and deepen inequalities in land
access. This finding in line with study conducted by Negussie (2020) the finding indicates a
significant majority of respondents in Fitche Town view urban land tenure services as
ineffective, highlighting critical shortcomings such as bureaucratic delays and lack of
transparency. This widespread dissatisfaction underscores an urgent need for comprehensive
reforms, including digitization of land records and enhanced public awareness, to improve
service delivery. Without these improvements, the existing inefficiencies may hinder urban
development, exacerbate tenure insecurity, and deepen inequalities in land access, ultimately
stifling economic growth and contributing to informal settlements.

Table 0-3 land registration process

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 29 29.3 29.3 29.3

No 70 70.7 70.7 100.0

Total 99 100.0 100.0
Source: Field Survey, 2025

The data reveals a stark perception of inefficiency and ineffectiveness in urban land tenure service
delivery in Fitche Town, with 70.7% of respondents asserting that the system is not functional
(responding "No"), compared to only 29.3% who view it positively ("Yes"). This overwhelming
dissatisfaction (a 41.4 percentage-point gap) underscores systemic failures in service delivery, reflecting
deeper institutional or procedural challenges within the town’s land administration framework.

The dominant "No" responses (70.7%) highlight critical inadequacies, which may include prolonged
bureaucratic delays, lack of accessibility to land records, corruption, or inequitable distribution of
services. Such inefficiencies disproportionately affect vulnerable populations, exacerbating tenure

36
insecurity and fostering informal settlements. The sharp rise in negative perceptions compared to prior
data (e.g., from 60.6% to 70.7%) suggests either deteriorating service quality over time or heightened
public awareness of systemic flaws. This trend could deter investment, stifle urban development, and
deepen socio-economic disparities, as residents struggle to formalize land rights or resolve disputes.

The minority "Yes" responses (29.3%) likely represent individuals who have successfully navigated the
system, possibly due to privileged access to officials, financial capacity to expedite processes, or limited
interaction with complex procedures. However, their small share signals that the system is neither
inclusive nor consistently reliable for the majority. The cumulative percent (100% at "No") further
emphasizes that dissatisfaction is nearly universal among those who engaged with the system.

Table 0-4 Delays in receiving land tenure services

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 62 62.6 62.6 62.6
No 37 37.4 37.4 100.0
Total 99 100.0 100.0

Source: Field Survey, 2025

The data indicates a notable shift in perceptions of urban land tenure service delivery in Fitche
Town, with 62.6% of respondents affirming its efficiency and effectiveness ("Yes") compared to
37.4% who disagree ("No"). This marks a significant improvement from earlier findings (e.g.,
70.7% dissatisfaction in prior surveys), suggesting recent reforms or interventions may have
positively impacted service delivery. The majority "Yes" responses likely reflect progress in
addressing systemic issues such as bureaucratic delays, digitization of land records, or enhanced
public engagement. For instance, streamlined processes, better access to information, or reduced
corruption could explain the growing confidence among users. However, the lingering 37.4%
dissatisfaction highlights persistent challenges, potentially tied to uneven implementation of
reforms, lingering inequities in service access, or unresolved administrative bottlenecks in
specific neighborhoods or among marginalized groups.

The disparity between approval and disapproval underscores a dual reality: while improvements
are evident, a substantial minority still experiences inefficiencies. This could stem from gaps in
resource allocation, inconsistent enforcement of policies, or varying levels of awareness about

37
updated procedures. For example, vulnerable populations (e.g., low-income residents or informal
settlers) may face barriers in navigating the system despite broader advancements. The
cumulative percent (100% at "No") reinforces that unresolved issues remain systemic,
demanding targeted interventions. To sustain progress, Fitche Town must prioritize inclusive
reforms, such as expanding digital infrastructure to remote areas, strengthening grievance redress
mechanisms, and conducting equity audits to ensure no group is left behind. Addressing these
gaps will be critical to transforming partial success into universal reliability in land tenure
services.

Table 0-5 service delivery process transparency

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 66 66.7 66.7 66.7

No 33 33.3 33.3 100.0

Total 99 100.0 100.0

Source: Field Survey, 2025

The finding reveals that 66.7% of respondents perceive the urban land tenure service delivery
process in Fitche Town as transparent, with clear information provided, while 33.3% disagree.
This majority approval suggests recent improvements such as digitized records, public awareness
campaigns, or streamlined communication may have enhanced transparency. However, the
significant minority dissatisfaction highlights persistent gaps, likely tied to inconsistent
information dissemination, bureaucratic opacity in certain cases, or unequal access to updates
among marginalized groups. For instance, vulnerable populations or those in informal
settlements may still face barriers in understanding procedures or accessing critical documents.
To consolidate gains, Fitche Town must address these disparities through targeted outreach,
standardized information channels, and robust feedback mechanisms, ensuring transparency is
universal rather than fragmented.

38
4.3 Key challenges in urban land tenure service delivery in Fitche Town

The finding reveals a mixed perception of institutional and policy challenges in Fitche Town’s
land tenure service delivery: 64.6% of respondents believe there are no significant challenges
related to institutional capacity, policy frameworks, or expert availability, while 35.4% report
persistent ssues. The majority "No" responses suggest that recent reforms—such as staff training,
policy updates, or streamlined administrative workflows—may have strengthened institutional
performance for many users. For instance, improved inter-departmental coordination or clearer
land tenure guidelines could explain reduced friction in service delivery for the majority.
However, the substantial minority (35.4%) highlighting challenges indicates uneven progress,
where certain sectors or communities still face bottlenecks. These might include outdated
policies in conflict with local realities, understaffed offices causing delays, or a lack of
specialized expertise in resolving complex land disputes, particularly in peri-urban or informal
settlements.

The disparity underscores a fragmented system: while core institutions may function adequately
for routine cases, systemic weaknesses persist in handling nuanced or high-stakes scenarios. For
example, land dispute resolution mechanisms might lack legal clarity, or frontline staff may lack
training in modern land management practices. The cumulative percent (100% at "No") further
emphasizes that unresolved challenges are concentrated among a subset of users, likely
marginalized groups or those navigating contentious claims. To address this, Fitche Town must
prioritize targeted capacity-building initiatives, such as hiring land governance specialists,
revising outdated policies to align with urban growth, and fostering partnerships with academic
or technical institutions for knowledge transfer. Strengthening these pillars will ensure
institutional resilience and equitable service delivery, bridging the gap between perceived
efficiency and on-the-ground realities.

Table 0-6 challenges in urban land tenure service delivery

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 35 35.4 35.4 35.4
No 64 64.6 64.6 100.0
Total 99 100.0 100.0

39
Source: Field Survey, 2025

The finding indicates that 64.6% of respondents in Fitche Town reported no issues with
documentation during the urban land tenure service delivery process, while 35.4% encountered
challenges. The majority "No" responses suggest progress in streamlining documentation
procedures, potentially due to digitization efforts, clearer guidelines, or improved administrative
training. For instance, centralized record-keeping or simplified application forms may have
reduced errors and delays for many users. However, the significant minority (35.4%) facing
issues highlights persistent systemic bottlenecks, such as inconsistent record availability,
complex paperwork, or lack of awareness about required documents. These gaps
disproportionately affect vulnerable groups, such as informal settlers or those with limited
literacy, who may struggle to navigate bureaucratic requirements, perpetuating tenure insecurity
and distrust in the system.

The disparity underscores a dual reality: while reforms have eased documentation hurdles for
most, systemic inefficiencies linger for others. For example, outdated manual systems in certain
offices, corruption in document verification, or poor inter-departmental coordination could
explain recurring issues. The cumulative percent (100% at "No") further emphasizes that
unresolved problems remain concentrated among a subset of users. To address this, Fitche Town
must prioritize targeted interventions, such as expanding digital documentation access,
conducting community workshops on procedural requirements, and establishing help desks for
marginalized populations. Eliminating these barriers is critical to ensuring equitable service
delivery and fostering broader public confidence in land tenure governance. These issues
disproportionately affect vulnerable groups and underscore the need for targeted interventions,
such as expanding digital access, conducting community workshops, and establishing help desks.
Addressing these barriers is essential to ensure equitable service delivery, enhance public
confidence in land tenure governance, and ultimately promote greater trust and security in the
system (Sibanda, 2018).

4.4 The role of financial resources in urban land tenure service delivery
Table 0-7 adequate financial support for the urban land tenure service delivery system

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 12 12.1 12.1 12.1

40
 No 1 1.0 1.0 13.1
3.00 23 23.2 23.2 36.4
4.00 49 49.5 49.5 85.9
5.00 14 14.1 14.1 100.0
Total 99 100.0 100.0
Source: Field Survey, 2025

The data reveals a stark lack of confidence in the adequacy of financial support for Fitche
Town’s urban land tenure service delivery system. While 12.1% of respondents believe funding
is sufficient ("Yes"), an overwhelming majority express skepticism: 49.5% rated financial
support as "4.00" (indicating significant inadequacy), followed by 23.2% at "3.00"
(neutral/moderate inadequacy), and 14.1% at "5.00" (extreme inadequacy). Only 1% outright
rejected the question ("No"). This distribution highlights a pervasive perception that financial
resources are insufficient to meet the demands of land administration, with nearly 86% of
responses (categories 3.00 to 5.00) signaling dissatisfaction. Such findings align with prior
critiques of systemic underfunding, which likely contribute to bureaucratic delays, outdated
infrastructure, and poor service accessibility, particularly in marginalized neighborhoods.

The concentration of responses at the higher inadequacy levels (4.00 and 5.00) underscores a
crisis of resource allocation. For instance, limited budgets may hinder the hiring of skilled staff,
maintenance of land records, or implementation of technological upgrades—issues previously
identified as critical barriers. The minimal "Yes" responses (12.1%) likely reflect isolated
successes, such as donor-funded projects or temporary injections of funds, which fail to address
chronic underinvestment. The near-universal dissatisfaction suggests that financial constraints
are deeply entrenched, perpetuating inefficiencies like corruption, unequal service distribution,
and reliance on manual processes. To address this, Fitche Town must prioritize sustained
budgetary increases, transparent fiscal management, and partnerships with development agencies
to secure long-term funding. Without resolving these financial gaps, broader reforms—such as
digitization or capacity-building—will remain unattainable, further eroding public trust in land
governance.

Table 0-8 Financial constraints have a direct impact on the quality of urban land tenure

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 11 11.1 11.1 11.1

41
 No 88 88.9 88.9 100.0
Total 99 100.0 100.0
Source: Field Survey, 2025

The finding reveals a striking contradiction in perceptions of financial constraints and urban land
tenure service quality in Fitche Town: 88.9% of respondents believe financial limitations do not
directly impact service quality, while only 11.1% agree they do. This overwhelming majority
("No") suggests residents perceive service delivery inefficiencies—such as delays, corruption, or
poor transparency—as rooted in non-financial factors, like institutional incompetence,
bureaucratic red tape, or systemic mismanagement. For instance, even with limited funds,
respondents may prioritize issues such as staff accountability, procedural clarity, or technological
backwardness as more critical barriers. This aligns with prior findings where technology
adoption and institutional capacity were flagged as major hurdles, overshadowing direct financial
concerns. However, the minimal "Yes" responses (11.1%) likely reflect marginalized groups or
professionals who witness underfunded infrastructure (e.g., outdated record systems,
understaffed offices) that indirectly degrade services.

The paradox highlights a disconnect between financial realities and public awareness. While
chronic underfunding likely exacerbates systemic flaws (e.g., lack of digitization, poor training),
residents may not directly attribute these issues to budgetary shortfalls, instead blaming visible
inefficiencies like corruption or administrative sluggishness. This underscores the need for
transparent communication about how financial constraints limit institutional capacity—for
example, explaining how budget gaps hinder technology upgrades or staff hiring. Fitche Town
must address both financial and non-financial barriers holistically: securing funds for critical
reforms while improving governance to rebuild trust. Without this dual approach, even increased
budgets may fail to resolve perceived service quality issues, as public skepticism about
institutional competence persists.

4.5 The role of technology in improving urban land tenure service delivery
Table 0-9 the extent have technology tools improved the timeliness of land registration processes

Frequency Percent Valid Percent Cumulative

Percent
Valid Very Satisfied 12 12.1 12.1 12.1

42
 Satisfied 1 1.0 1.0 13.1
Neutral 23 23.2 23.2 36.4
Very Dissatisfied 49 49.5 49.5 85.9
satisfied 14 14.1 14.1 100.0
Total 99 100.0 100.0

Source: Field Survey, 2025

The result reveals significant dissatisfaction with the impact of technology tools on the
timeliness of land registration processes in Fitche Town. A striking 49.5% of respondents
reported being “Very Dissatisfied”, while only 12.1% were “Very Satisfied” and a combined
15.1% expressed satisfaction (including “Satisfied” and lowercase “satisfied”). Neutral responses
accounted for 23.2%, indicating ambivalence or limited perceived impact. This overwhelming
dissatisfaction underscores that technological interventions—such as digitized records or online
platforms—have largely failed to streamline processes or meet user expectations. The high
“Very Dissatisfied” rate aligns with prior skepticism about technology’s role in Fitche Town,
suggesting issues like poor implementation, inadequate training, or systemic barriers (e.g.,
unreliable internet, inaccessible tools) that negate potential benefits.

The dominance of negative and neutral responses highlights a critical implementation gap. For
instance, even if technology was introduced, it may lack integration with existing workflows,
suffer from technical glitches, or exclude marginalized groups unfamiliar with digital systems.
The minimal satisfaction (15.1%) likely reflects isolated successes among tech-literate users or
pilot projects that have not scaled effectively. Meanwhile, the neutral cohort (23.2%) may
represent individuals who have not yet engaged with the tools or perceive no tangible
improvement. To address this, Fitche Town must prioritize user-centric tech reforms: ensuring
robust infrastructure, equitable access, comprehensive training, and iterative feedback
mechanisms to align tools with community needs. Without these steps, technology will remain
an underutilized or frustrating component of land registration, perpetuating delays and eroding
public trust.

Table 0-10 current technological tools sufficiency

Frequency Percent Valid Percent Cumulative Percent

Valid Yes 35 35.4 35.4 35.4

43
 No 64 64.6 64.6 100.0
Total 99 100.0 100.0

Source: Field Survey, 2025

The data reveals that 64.6% of respondents in Fitche Town reported no issues with
documentation during the urban land tenure service delivery process, while 35.4% encountered
challenges. This majority "No" response suggests that core documentation procedures—such as
record retrieval, form submission, or verification—are functional for most users, likely due to
recent reforms like digitization efforts, simplified paperwork, or improved administrative
training. For instance, centralized digital databases or streamlined application systems may have
reduced errors and delays for a significant portion of the population. However, the substantial
minority (35.4%) facing issues highlights persistent systemic gaps, such as inconsistent access to
updated records, bureaucratic complexity, or lack of clarity in documentation requirements.
These challenges disproportionately affect marginalized groups, including low-income residents
or those in informal settlements, who may struggle with literacy, financial constraints, or limited
access to administrative support, exacerbating tenure insecurity.

The disparity underscores a two-tier system: while reforms have improved efficiency for many,
systemic inefficiencies persist for others. For example, manual processes in rural offices,
corruption in document authentication, or poor inter-agency coordination could explain recurring
issues. The cumulative percent (100% at "No") further emphasizes that unresolved problems are
concentrated among vulnerable populations. To bridge this gap, Fitche Town must prioritize
targeted interventions, such as community outreach programs to educate residents on
documentation requirements, mobile service units for remote areas, and anti-corruption measures
to ensure equitable access. Addressing these barriers is critical to fostering inclusivity and
reinforcing public trust in the land tenure system, ensuring that progress benefits all residents
uniformly.

Table 0-11 integration of technology

Frequency Percent Valid Percent Cumulative

Percent
Valid Yes 14 14.1 14.1 14.1

44
 No 85 85.9 85.9 100.0
Total 99 100.0 100.0
Source: Field Survey, 2025

The result reveals overwhelming skepticism in Fitche Town regarding the potential of
technology to enhance land tenure service delivery, with 85.9% of respondents asserting that
technology integration would not improve efficiency, compared to a mere 14.1% who believe it
could. This stark contrast underscores a profound lack of confidence in technological solutions,
likely rooted in past failures, limited exposure to effective digital tools, or persistent systemic
barriers such as poor internet infrastructure, digital illiteracy, or mistrust in automated systems.
For instance, if previous attempts to digitize land records were marred by technical glitches,
corruption, or exclusion of marginalized groups, residents may perceive technology as an
unreliable or elitist fix rather than a transformative tool. The dominance of "No" responses
suggests that existing technological interventions if any have either been poorly implemented or
inadequately communicated, failing to address core inefficiencies like bureaucratic delays or
documentation challenges highlighted in prior findings.

The minimal "Yes" responses (14.1%) likely represent a tech-literate minority or individuals who
have witnessed isolated successes, such as streamlined applications in urban centers. However,
the pervasive doubt among the majority signals deeper institutional and cultural hurdles. For
example, rural or low-income populations may lack access to devices or training, rendering
technology irrelevant to their daily struggles. Additionally, reliance on manual, face-to-face
processes in a context of entrenched informality may fuel resistance to digitization. To bridge
this gap, Fitche Town must prioritize context-sensitive tech solutions, such as offline-capable
platforms, community-driven digital literacy programs, and pilot projects demonstrating tangible
benefits. Without addressing foundational issues like infrastructure deficits and public distrust,
technology alone cannot resolve the inefficiencies plaguing land tenure services. This disconnect
calls for a dual approach: leveraging technology alongside systemic reforms to rebuild credibility
and ensure equitable access. According to study conducted by Njeri, et al., (2022) indicate that

45
 CHAPTER FIVE
5. SUMMARY OF FINDING, CONCLUSION, AND RECOMMENDATION

5.1 Summary of Finding

A significant majority of respondents (60.6%–70.7%) perceive Fitche Town’s urban land tenure
services as ineffective and inefficient, citing bureaucratic delays, corruption, and lack of
transparency. This dissatisfaction is exacerbated by systemic issues like poor record accessibility
and inequitable service distribution, disproportionately affecting vulnerable populations and
fostering informal settlements. While partial improvements were noted in timeliness (62.6%
approval in Table 4.3), lingering inefficiencies in marginalized areas highlight uneven reform
implementation.

Approximately 66.7% of respondents acknowledge improved transparency in service delivery,

likely due to digitized records or public outreach. However, 33.3% still face opacity, particularly
in informal settlements. Similarly, 64.6% report no documentation issues, signaling progress
from digitization and simplified procedures. Yet 35.4% struggle with complex paperwork,

46
outdated systems, or corruption, underscoring a two-tier system where marginalized groups
remain excluded from advancements.

Nearly 86% of respondents rate financial support for land tenure services as inadequate, linking
underfunding to outdated infrastructure, understaffing, and stalled technological upgrades.
Paradoxically, 88.9% deny direct financial impacts on service quality, attributing inefficiencies
instead to institutional incompetence and mismanagement. This disconnect suggests residents
prioritize governance flaws over budgetary gaps, though both are intertwined. Institutional
challenges persist for 35.4%, including outdated policies, weak dispute resolution, and uneven
staff expertise, reflecting fragmented reforms.

Despite efforts to digitize services, 85.9% doubt technology’s potential to improve efficiency,
citing poor implementation, infrastructure deficits, and digital illiteracy. Only 15.1% express
satisfaction with tech tools, while 49.5% are “Very Dissatisfied” with their impact on timeliness.
Issues like unreliable internet, exclusion of marginalized users, and technical glitches undermine
trust. This skepticism underscores the need for context-sensitive tech solutions (e.g., offline
platforms, literacy programs) alongside systemic reforms to rebuild credibility and ensure
equitable access.

5.2 Conclusion

The pervasive dissatisfaction with Fitche Town’s urban land tenure services underscores
systemic failures rooted in bureaucratic inefficiency, corruption, and inequitable resource
distribution. While partial improvements in timeliness and transparency reflect progress,
marginalized communities—particularly in informal settlements—remain disproportionately
affected by delays, opaque processes, and exclusion from reforms. Addressing these issues
requires comprehensive institutional restructuring, including anti-corruption measures,
decentralized service delivery, and equitable policy enforcement to ensure no group is left
behind. Strengthening accountability mechanisms and fostering participatory governance will be
critical to rebuilding public trust and ensuring reforms benefit all residents.

Despite advancements in digitization and simplified procedures, a two-tier system persists,

where marginalized populations face barriers such as complex paperwork, outdated manual

47
processes, and limited access to information. To bridge this gap, Fitche Town must adopt
inclusive transparency initiatives, such as mobile documentation units, community-led awareness
campaigns, and anti-corruption task forces. Ensuring equitable access to digital tools and
addressing literacy gaps will help dismantle systemic exclusion, transforming fragmented
progress into universal reliability.

Chronic underfunding and institutional weaknesses are mutually reinforcing challenges. While
residents primarily blame mismanagement (not budgets) for poor service quality, the lack of
financial resources exacerbates outdated infrastructure, understaffing, and stalled technological
upgrades. Fitche Town must advocate for sustained budgetary increases and partnerships with
development agencies, paired with transparent fiscal management and capacity-building
programs for staff. Simultaneously, modernizing land policies, enhancing dispute resolution
frameworks, and recruiting specialized expertise will address institutional gaps, creating a
foundation for sustainable service delivery.

Public skepticism toward technology highlights a critical implementation gap, where digital tools
are perceived as elitist or unreliable due to poor infrastructure, exclusionary design, and lack of
training. To harness technology’s potential, reforms must prioritize context-specific solutions,
such as offline-capable platforms, community-driven digital literacy programs, and pilot projects
demonstrating tangible benefits. Pairing these efforts with systemic governance improvements—
like reliable internet access and anti-corruption safeguards—will rebuild credibility and ensure
technology serves as a bridge, not a barrier, to equitable land tenure services.

5.3 Recommendation

I. Policy Recommendations

 Governance improvements should prioritize transparency in land tenure services.

 Funding allocations should be increased to support infrastructure and staffing needs.

 Policies should be updated to address systemic issues affecting marginalized populations.

48
 II. Technical Recommendations

 Digital solutions should be context-sensitive, including offline platforms for areas with
poor connectivity.

 Training programs should be implemented to enhance digital literacy among users.

 Technology tools should be regularly evaluated for effectiveness and user satisfaction.

III. Administrative Recommendations

 Bureaucratic processes should be streamlined to reduce delays and improve service

delivery.

 Dispute resolution mechanisms should be strengthened to address grievances effectively.

 Staff training should focus on equitable service distribution and responsiveness to

community needs.

5.4 Future Research Direction

Future studies should explore the interplay between participatory governance models and land
tenure efficiency, focusing on how marginalized communities can co-design reforms. Research
is needed to evaluate cost-effective technological adaptations (e.g., offline digital tools,
community Wi-Fi) in low-resource settings and assess their scalability. Additionally,
longitudinal analyses could track the socio-economic impacts of tenure insecurity on informal
settlers, while comparative studies might identify best practices from similar towns that
successfully integrated equity-driven financial and institutional reforms. Finally, investigating
the root causes of public distrust in technology and governance could inform strategies to rebuild
credibility and ensure inclusive urban development.

49
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 Appendix: A

COLLEGE OF URBAN DEVELOPMENT AND ENGINEERING

Questionnaire Designed To Gather Information from Customers of Fitche Town Urban

Land Management Office

Dear Respondents,

This questionnaire is designed to collect information regarding Assessing the challenge of urban
land tenure service delivery in Fitche town urban land Administration office. The information
obtained will used to complete a study in partial fulfillment of the requirements for Master's
Degree in Urban Land Development and management.

57
The information you would provide me is highly essential for successful completion of the study.
Please answer all items objectively. The researcher assures you that information provided will
keep confidential and be used only for an academic purpose.

Note: you do not need to write your name on this questionnaire. Kindly put a () mark with the
option that reflects your level of agreement with the given statement. If you have any inquiry,
please do not hesitate to contact me and I am available as per your convenience

General Directions

Tick on your choice from the given alternatives

Give your comment on the space provided for open ended questions.

There is no need to write your name and address

Limenish Hailu Mamo

Degree of Masters Student in Urban Land Development and Management Dept.

Februar
Thank you very much!!

Questionnaire Designed To Gather Information from Customers of Fitche Town Urban

Land Management Office

Part- I: Question on socio economic profile of customer/clients

1. Sex: Female Male

2. Age: Below 25 years 26-35 years h36-45 years 46-55 years above 55 years

3. Your Educational level: Cannot read and write Primary education Secondary education

Vocational and diploma complete BA/BSc holder MA/MSc and above

4. Your monthly income in Birr___________

5. Your regular job? Trade Government employee Farmer Private Unemployed

58
 THANK YOU FOR YOUR COOPERATION

Part-II :Questionnaire Designed To Gather Information from Customers of Fitche urban

land office

The following part is Question related to organization and urban land tenure service
delivery.

Instruction: please tick () the word that you feel most appropriate using the scale

No Questions Yes No

1 Is the existing urban land tenure service delivery both efficient and effective?

2 Is the land registration process clear and understandable?

59
3 Did you experience any delays in receiving land tenure services?

4 Is the service delivery process transparent, and are you provided with clear information?

5 Did you experience any issues with documentation during the service delivery process?

6 Can the integration of technology improve the efficiency of land tenure service delivery?

7 Does the land tenure service have adequate human resources?

8 Are there challenges related to institutional capacity, policy issues, and expert capacity

9 Did you experience any difficulties in understanding the land tenure process?

10 Does the availability of online services for urban land tenure service transactions (e.g., online
payment, online application) enhance land tenure services?

THANK YOU FOR YOUR COOPERATION

Part III: Questionnaire Designed To Gather Information from Customers of Fitche urban
land office

Question related to urban land tenure service delivery.

Instruction: please tick the number that you feel most appropriate using the scale from 1 -5

1=Very Satisfied, [Link], 3= Neutral, 4= Very Dissatisfied 5= satisfied

No Questions 1 2 3 4 5

1 Rate your level of satisfaction with the existing urban land tenure service delivery system.

2 Measure the access to urban land tenure services in Fitche Town.

3 Measure the transparency of the land tenure service delivery process.

60
4 Measure the significance of obtaining clear information on land tenure procedures.

5 Evaluate the adequacy of institutional capacity in responding to urban land tenure services

6 Measure the effect of financial constraints on the effectiveness of land tenure services

7 Assess the impact of governance systems on the quality of urban land tenure service delivery .

8 To what extent have technology tools improved the timeliness of land registration processes?

9 Please indicate your satisfaction level with the clarity and completeness of documentation.

10 Assessing the fairness and quality of urban land tenure service delivery process.

THANK YOU FOR YOUR COOPERATION!

Appendix: B

Part-IV: Questionnaire Designed To Gather Information from Fitche Town Urban Land
Office Employees (Technical and Legal Experts and Documentation Specialists)

1. Regarding to office are there any bureaucratic that affect service delivery process? I. Yes [Link]

2. Do you think the current urban land tenure service delivery system meets the needs of
residents? I. Yes II .No

3. Is there adequate financial support for the urban land tenure service delivery system in Fitche
Town? I. Yes II. No

4. Are there sufficient resources (human, financial, material) to ensure efficient land tenure
service delivery? I. Yes II. No

61
5. Do you believe the current financial resources are allocated efficiently for land tenure
services? I. Yes II. No
6. Does the lack of financial resources create significant delays in the delivery of land tenure?
Services? I. Yes II. No
7. Do you think technology has improved the urban land tenure service delivery system in
Fitche Town? I. Yes II. No
8. Do you believe that better training for employees could improve the delivery of urban land
tenure services? I. Yes II. No
9. Are the current technological tools sufficient to handle urban land tenure service delivery
efficiently? I. Yes II. No
10. Do you think that financial constraints have a direct impact on the quality of urban land
tenure services? I. Yes II. No

THANK YOU FOR YOUR COOPERATION

Part-V: Question for Fitche Town Urban Land Office Department head/ Core Process
Owner

1. Do you think there are sufficient financial resources allocated to urban land tenure service
delivery in Fitche Town? I. Yes II. No

2. Do you believe the current financial allocation for urban land tenure services is effectively
utilized? I. Yes II. No

3. Do you think technology has played a role in improving the urban land tenure service delivery
in Fitche Town? I. Yes II. No

4. Do you feel that there is adequate inter-departmental coordination in handling urban land
tenure services? I. Yes II. No

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5. Is the existing land tenure service delivery system in Fitche Town meeting the expectations of
the residents? I. Yes II. No

THANK YOU FOR YOUR COOPERATION!

Interview Question for Fitche Town Urban Land Office General Manager

Part-VI: 1 Question related to organization and Measure of Administrative Framework to

Deliver Effective Service

1. In your opinion, what are the strengths of the current urban land tenure service delivery system
in Fitche Town? ________________________________________________________

___________________________________________________________________________

2. Are you try aware of any technology used to improve land tenure services in Fitche Town?
Pleas describe your experience ______________________________________

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____________________________________________________________________

Part-VI: 2 Question related to organization

1. Do you think there is sufficient public awareness about the urban land tenure service
delivery system in Fitche Town? I. Yes II. No

2. How would you rate the overall communication between employees and customers during
the land tenure process? Are there any issues/ document in this regard? I. Yes II. No

3. Are there structured approaches for engage communities and public awareness creation on
land tenure in Fitche Town? I. Yes II. No

THANK YOU FOR YOUR COOPERATION!

Interview Question for Fitche Town Municipality Office General Manager

Part-VII: Question related to organization and Administrative Framework to Deliver

Effective land tenure Services.

1. Are there any budgetary constraints that impact the ability to deliver timely and high-quality
services? Please describe it.

______________________________________________________________________________

______________________________________________________________________________

2. How are financial limitations addressed to ensure effective land tenure service delivery?

______________________________________________________________________________

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______________________________________________________________________________

3. In your opinion, what improvements should be made to the urban land tenure service?

___________________________________________________________________________

___________________________________________________________________________

THANK YOU FOR YOUR COOPERATION!

አባሪ ፡ 1

የኢትዮጵያ ሲቪል ሰርቪስ ዩኒቨርሲቲ

የከተማ ልማት እና ኢንጂነሪንግ ኮሌጅ
የከተማ መሬት ልማት እና አስተዳደር መምሪያ
የፍቼ ከተማ አስተዳደር እና አስተዳደር ቢሮ ከደንበኛ አርኤስ መረጃ ለመሰብሰብ የተነደፈ መጠይቅ

ውድ ምላሽ ሰጪዎች፣

አስተዳደር ጽ/ቤት ያለውን የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ተግዳሮት በመገምገም መረጃ ለመሰብሰብ የተዘጋጀ
ነው ። የተገኘው መረጃ በከተማ መሬት ልማት እና አስተዳደር ውስጥ የማስተርስ ዲግሪ መስፈርቶችን በከፊል ለማሟላት
ጥናትን ለማጠናቀቅ ይጠቅማል ።

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የምታቀርቡልኝ መረጃ ለጥናቱ በተሳካ ሁኔታ እንዲጠናቀቅ በጣም አስፈላጊ ነው። እባክዎ ሁሉንም እቃዎች በትክክል
ይመልሱ። ተመራማሪው የቀረበው መረጃ ሚስጥራዊ እንደሚሆን እና ለአካዳሚክ ዓላማ ብቻ እንደሚውል ያረጋግጥልዎታል።

ማስታወሻ፡ በዚህ መጠይቅ ላይ ስምዎን መጻፍ አያስፈልግዎትም። ከተሰጠው መግለጫ ጋር ያለዎትን የስምምነት ደረጃ
በሚያንፀባርቅ አማራጭ () ምልክት ያድርጉ ። ማንኛውም ጥያቄ ካለዎት እባክዎን እኔን ለማነጋገር አያመንቱ እና
ለእርስዎ ምቾት ዝግጁ ነኝ

Gener a l አቅጣጫዎች

በምርጫዎ ላይ ምልክት ያድርጉ fr o m the gi v en altern a ti v es

ክፍት የተጠናቀቀ ተልዕኮ i on s ላይ በተሰጠው ቦታ ላይ አስተያየት ይስጡ ።

ቲ ኧረ እስ ኖ ዮኡ ንኦኡን ኦፍ ትሐ ጭኦኡንትርይ ።

Limenish Hailu Mamo

በከተማ መሬት ልማት የማስተርስ ዲግሪ እና M አናጀመን t Dept.

የካቲት
በጣም አመሰግናለሁ!!

ከፍቼ ከተማ የከተማ መሬት አስተዳደር ጽ/ቤት ደንበኞች መረጃ ለመሰብሰብ የተነደፈ መጠይቅ

ክፍል- I፡ የደንበኛ/ደንበኞች ማህበራዊ ኢኮኖሚያዊ መገለጫ ላይ ጥያቄ

1. ጾታ: ሴት ወንድ

2. ዕድሜ ፡ ከ 25 ዓመት በታች 26-35 ዓመት 36-45

h ዓመት ከ 46-55 ዓመት ከ 55 ዓመት በላይ

3. የትምህርት ደረጃዎ፡ የመጀመሪያ ደረጃ ማንበብና መፃፍ አይቻልም ትምህርት ሁለተኛ ደረጃ ትምህርት

የሙያ እና ዲፕሎማ ሙሉ BA/BSc ያዥ MA/MSc እና ከዚያ በላይ

4. የወር ገቢዎ በብር __________

5. መደበኛ ሥራህ? ንግድ የመንግስት ሰራተኛ ገበሬ የግል ስራ አጡ

66
 ስለ ትብብርዎ እናመሰግናለን

ክፍል-II ፡ ከፊቼ ከተማ መሬት ቢሮ ደንበኞች መረጃ ለመሰብሰብ የተነደፈ መጠይቅ

የሚከተለው ክፍል ከአደረጃጀትና ከከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ጋር የተያያዘ ጥያቄ ነው።

መመሪያ፡ እባክዎ ሚዛኑን በመጠቀም በጣም ተገቢ ሆኖ የሚሰማዎትን ቃል ( ) ላይ ምልክት ያድርጉ

አይ ጥያቄዎች አዎ አይ

1 አሁን ያለው የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ቀልጣፋና ውጤታማ ነው ወይ?

2 የመሬት ምዝገባው ሂደት ግልጽ እና ሊረዳ የሚችል ነው?

3 የመሬት ይዞታ አገልግሎት በማግኘት ላይ ምንም መዘግየት አጋጥሞዎታል?

4 የአገልግሎት አሰጣጡ ሂደት ግልጽ ነው፣ እና ግልጽ መረጃ ይሰጥዎታል?

5 በአገልግሎት አሰጣጥ ሂደት ከሰነድ ጋር የተያያዙ ችግሮች አጋጥመውዎታል?

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6 የቴክኖሎጂ ውህደት የመሬት ይዞታ አገልግሎት አሰጣጥን ውጤታማነት ሊያሻሽል ይችላል?

7 የመሬት ይዞታ አገልግሎት በቂ የሰው ኃይል አለው ወይ?

8 ከተቋማዊ አቅም፣ ከፖሊሲ ጉዳዮች እና ከባለሙያዎች አቅም ጋር የተያያዙ ተግዳሮቶች አሉ?

9 የመሬት ይዞታ ሂደትን ለመረዳት ምንም ችግሮች አጋጥመውዎታል?

10 ለከተማ የመሬት ይዞታ አገልግሎት ግብይቶች (ለምሳሌ፣ የመስመር ላይ ክፍያ፣ የመስመር ላይ አፕሊኬሽን) የኦንላይን
አገልግሎት መገኘቱ የመሬት ይዞታ አገልግሎትን ያሳድጋል?

ስለ ትብብርዎ እናመሰግናለን

ክፍል ሶስት፡ ከፊቼ ከተማ መሬት ቢሮ ደንበኞች መረጃ ለመሰብሰብ የተነደፈ መጠይቅ

ከከተማ የመሬት ይዞታ አገልግሎት አሰጣጥ ጋር የተያያዘ ጥያቄ.

መመሪያ፡ እባክዎን ከ 1-5 ያለውን መለኪያ በመጠቀም በጣም ተገቢ ሆኖ የሚሰማዎትን ቁጥር ላይ ምልክት ያድርጉ

1= በጣም ረክቶኛል፣ 2.ረካሁ፣ 3= ገለልተኛ፣ 4= በጣም አልረካሁም 5= እርካታ

አይ ጥያቄዎች 1 2 3 4 5

1 አሁን ባለው የከተማ የመሬት ይዞታ አገልግሎት አሰጣጥ ስርዓት የእርካታ ደረጃዎን ደረጃ ይስጡ።

2 በፍቼ ከተማ የከተማ መሬት ይዞታ አገልግሎት ተደራሽነትን ይለኩ።

3 የመሬት ይዞታ አገልግሎት አሰጣጥ ሂደትን ግልጽነት ይለኩ.

4 በመሬት ይዞታ አሠራሮች ላይ ግልጽ መረጃ የማግኘትን አስፈላጊነት ይለኩ.

5 ለከተማ መሬት ይዞታ አገልግሎት ምላሽ ለመስጠት የተቋማዊ አቅምን በቂነት መገምገም

6 በመሬት ይዞታ አገልግሎት ውጤታማነት ላይ የፋይናንስ ገደቦች ተጽእኖን ይለኩ

7 የአስተዳደር ስርዓቶች በከተማ የመሬት ይዞታ አገልግሎት አሰጣጥ ጥራት ላይ ያለውን ተጽእኖ መገምገም .

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8 የቴክኖሎጂ መሳሪያዎች የመሬት ምዝገባ ሂደቶችን ወቅታዊነት ምን ያህል አሻሽለዋል?

9 እባክዎን እርካታዎን በሰነዶች ግልጽነት እና ሙሉነት ያመልክቱ።

10 የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ሂደትን ፍትሃዊነት እና ጥራት መገምገም።

ስለ ትብብርዎ እናመሰግናለን!

አባሪ፡ B

የቴክኒክ እና የህግ ባለሙያዎች እና የሰነድ ስፔሻሊስቶች ) መረጃ ለመሰብሰብ የተነደፈ መጠይቅ

1. ከቢሮ ጋር በተያያዘ የአገልግሎት አሰጣጥ ሂደት ላይ ተጽእኖ የሚያሳድሩ ቢሮክራሲዎች አሉ? I. አዎ II.አይ

2. አሁን ያለው የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ሥርዓት የነዋሪዎችን ፍላጎት የሚያሟላ ይመስልዎታል? I. አዎ
II .አይ

3. በፍቼ ከተማ ለከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ሥርዓት በቂ የፋይናንስ ድጋፍ አለ ወይ? I. አዎ II. አይ

4. ቀልጣፋ የመሬት ይዞታ አገልግሎት አሰጣጥን ለማረጋገጥ በቂ ሀብቶች (የሰው፣ የፋይናንስ፣ የቁሳቁስ) አሉ? I.
አዎ II. አይ
5. አሁን ያለው የፋይናንስ ምንጮች ለመሬት ይዞታ አገልግሎት በብቃት የተመደበ ነው ብለው ያምናሉ? I. አዎ II. አይ
6. የፋይናንስ ሀብት እጥረት በመሬት ይዞታ አሰጣጥ ላይ ከፍተኛ መጓተት ይፈጥራል?
አገልግሎቶች? I. አዎ II. አይ
7. ቴክኖሎጂ በፍቼ ከተማ የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ሥርዓትን አሻሽሏል ብለው ያስባሉ? I. አዎ II. አይ
8. ለሰራተኞች የተሻለ ስልጠና የከተማ ቦታ አሰጣጥን ያሻሽላል ብለው ያምናሉ
የቆይታ አገልግሎት? I. አዎ II. አይ
9. አሁን ያሉት የቴክኖሎጂ መሳሪያዎች የከተማ መሬት ይዞታ አገልግሎት አሰጣጥን በብቃት ለማስተናገድ በቂ ናቸው? I.
አዎ II. አይ

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10. የፋይናንስ ችግር በከተማ የመሬት ይዞታ አገልግሎት ጥራት ላይ ቀጥተኛ ተጽእኖ ይኖረዋል ብለው ያስባሉ? I. አዎ
II. አይ

ስለ ትብብርዎ እናመሰግናለን

ክፍል-V፡ ጥያቄ ለፊቼ ከተማ የከተማ መሬት ጽሕፈት ቤት መምሪያ ኃላፊ/የዋና የሥራ ሂደት ባለቤት

1. በፍቼ ከተማ ለከተማ መሬት ይዞታ አገልግሎት አሰጣጥ የተመደበው በቂ የፋይናንስ ምንጭ አለ ብለው ያስባሉ? I. አዎ
II. አይ

2. ለከተማ መሬት ይዞታ አገልግሎት አሁን ያለው የፋይናንሺያል ድልድል በአግባቡ ጥቅም ላይ ይውላል ብለው ያምናሉ? I.
አዎ II. አይ

3. በፍቼ ከተማ ያለውን የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ለማሻሻል ቴክኖሎጂ ሚና ተጫውቷል ብለው ያስባሉ? I.
አዎ II. አይ

4. የከተማ መሬት ይዞታ አገልግሎትን በተመለከተ በክፍል መካከል በቂ ቅንጅት እንዳለ ይሰማዎታል? I. አዎ II. አይ

5. በፍቼ ከተማ ያለው የመሬት ይዞታ አገልግሎት አሰጣጥ ሥርዓት የነዋሪውን የሚጠበቀውን እየጠበቀ ነው? I. አዎ II.
አይ

ስለ ትብብርዎ እናመሰግናለን!

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የፍቼ ከተማ ከተማ መሬት ጽ/ቤት ዋና ስራ አስኪያጅ የቃለ መጠይቅ ጥያቄ

ክፍል-VI፡ 1 ውጤታማ አገልግሎት ለመስጠት ከአደረጃጀት እና የአስተዳደር መዋቅር መለኪያ ጋር የተያያዘ ጥያቄ

1.በእርስዎ አስተያየት በፍቼ ከተማ አሁን ያለው የከተማ መሬት ይዞታ አገልግሎት አሰጣጥ ስርዓት ምን ጠንካራ ጎኖች
አሉት? ________________________________________________

_______________________________________________________________

2. በፍቼ ከተማ የመሬት ይዞታ አገልግሎትን ለማሻሻል የሚውለውን ማንኛውንም ቴክኖሎጂ ለማወቅ ሞክረዋል? እባክዎን
ልምድዎን ይግለጹ ______________________________________

__________________________________________________

ክፍል-VI፡ 2 ከድርጅት ጋር የተያያዘ ጥያቄ

4. በፍቼ ከተማ ስለ ከተማ የመሬት ይዞታ አገልግሎት አሰጣጥ ስርዓት በቂ የህብረተሰብ ግንዛቤ አለ ብለው ያስባሉ? I.
አዎ II. አይ

5. በመሬት ይዞታ ሂደት ውስጥ በሠራተኞች እና በደንበኞች መካከል ያለውን አጠቃላይ ግንኙነት እንዴት ይገመግማሉ?
በዚህ ረገድ ምንም ጉዳዮች/ሰነድ አሉ? I. አዎ II. አይ

6. በፍቼ ከተማ የመሬት ይዞታ ላይ ማህበረሰቦችን ለማሳተፍ እና የህዝብ ግንዛቤ ለመፍጠር የተዋቀሩ አቀራረቦች አሉ?
I. አዎ II. አይ

ስለ ትብብርዎ እናመሰግናለን!

71
የፍቼ ከተማ ማዘጋጃ ቤት ዋና ስራ አስኪያጅ የቃለ መጠይቅ ጥያቄ

ክፍል-VII ፡ ውጤታማ የመሬት ይዞታ አገልግሎቶችን ለማቅረብ ከአደረጃጀት እና ከአስተዳደር ማዕቀፍ ጋር የተያያዘ
ጥያቄ ።

1. ወቅታዊ እና ከፍተኛ ጥራት ያላቸውን አገልግሎቶች የማቅረብ ችሎታ ላይ ተጽዕኖ የሚያደርጉ የበጀት ገደቦች አሉ?
እባክዎን ይግለጹት።

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2. ውጤታማ የመሬት ይዞታ አገልግሎት አሰጣጥን ለማረጋገጥ የፋይናንስ ውስንነቶች እንዴት ይስተናገዳሉ?

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3. በእርስዎ አስተያየት በከተማ የመሬት ይዞታ አገልግሎት ላይ ምን መሻሻል አለበት?

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ስለ ትብብርዎ እናመሰግናለን!

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