The objective of this research was to examine the correlation between the service quality dimensions and the satisfaction of citizens with land transfer services. The study had three specific objectives which are: to identify the current process of land transfer services; to measure citizens’ satisfaction with land transfer services and its relationship with factors that affect service quality and to establish a new model of land transfer services. A mixed research approach was employed for the study; two stage simple random sampling technique was used to select the study sample while purposive sampling was used to choose key informants. A Likert scale with five items was developed and administered to a sample of 422 service seekers to assess their satisfaction with land transfer services.
A second questionnaire was administered to a sample of 45 service providers to gauge their understanding of what satisfies their customers. Primary qualitative data were collected from 16 key informants who represented service seekers to share their experience of the service received. Quantitative data analysis was conducted using statistical package for social sciences (SPSS) while the qualitative data was analyzed manually as the interviews were few and manageable. Descriptive statistics was used to profile the demographic characteristics of respondents; ANOVA was used to test whether the differences between means under the scale items are statistically significant while logistics regression analysis was used to test the hypotheses. Validity of the research tool was tested using Pearson’s correlation coefficient and the results showed that the questionnaire was comprehensive and valid for data collection with a P-value of 0.000 which is less than 0.05.
The reliability test was carried out using Cronbach’s Alpha calculation and the results indicated that, the five item scale was excellently reliable with an output of 0.932 > 0.7. A statistically significant relationship was proven between the five service quality factors and citizens’ satisfaction with responsiveness and tangles having the highest predictive power than the other three factors. The general conclusion of this study is that, the five service quality dimensions are positive and significant influencers of citizens (customers) satisfaction with service quality.