Customer Satisfaction And Surveyed Building Plots Allocation Process: The Cases Of Nkuhungu And Kisasa Areas In Dodoma Municipality

ABSTRACT

This study was conducted in Nkuhungu and Kisasa areas in Dodoma Municipality. The general objective of the study was to assess customer satisfaction with the procedures used by the Capital Development Authority (CDA) in allocating surveyed building plots. Primary data were collected from respondents by means of questionnaires and interview. Secondary data were obtained through documentary review. A total of 70 respondents were involved. Data processing and analysis was done through SPSS computer program version 16.1 and use of qualitative data analysis techniques.

The findings from the study show that the process to acquire surveyed building plots from CDA involve granting of an offer, building permit, development of a plot and finally granting of title deeds which takes very long time and in most times it is discouraging to customers. The factors affecting customer satisfaction with the procedures used by CDA in allocating surveyed building plots are related to demand against supply of surveyed building plots (availability of surveyed building plots); and time taken to get surveyed building plots and associated documents (letter of offer, building permit and title deed). Some factors likely to promote customer satisfaction were also identified in this document. It is concluded that customers are not satisfied with the procedures used by CDA in allocating surveyed building plots because such procedures are long consuming significant time of customers, associated with unnecessary bureaucracy and corruption as well as more costly.

The study recommends that CDA should ensure that surveyed building plots are available to all income groups. The process of getting land for building should be clear and transparent. People who have built in unplanned areas are recognized and brought to the official main stream of housing development. CDA should frequently survey significant number of building plots to ensure that surveyed building plots become trading commodity that one is granted after all necessary payments to CDA. There should also be political will by government political leaders in providing sufficient funds to CDA for plots surveying and frequent monitoring of the performance of CDA.