Perception of Service Quality in Land Registration Administrative Process English

Context and background Land registration is a crucial component of land administration that ensures tenure security and facilitates sustainable land management. In many developing countries, the process of land registration suffers from inefficiencies, delays and inconsistent in service quality. This erodes public trust in the land administrative process for swift delivery despite the necessity for land registration. This study assesses service quality perceptions in the land registration process in Ilorin, Kwara State, Nigeria. Ilorin is a fast-developing city with increasing land market activities. The land transactions through the formal land market require interaction with the land registry for land documentation. Goal and Objectives: The study assessed how land registration applicants perceive the actual service quality delivered at the land registry during the land registration process. This helped to determine the service quality dimensions that significantly predict overall satisfaction among land registration applicants. Methodology: A descriptive survey design was employed, and data were collected from land registration applicants of the Kwara State land registry through a structured questionnaire. The 5 dimensions of the SERVQUAL model which are: Tangibility, Reliability, Empathy, Responsiveness and Assurance, were used to compute mean gap scores between expected and perceived service quality. Furthermore, multiple regression analysis was used to determine how the five service quality dimensions influence the applicants’ overall satisfaction with the land registration process.  Results: The findings reveal that land registration applicants in Ilorin have high expectations for service quality, particularly regarding document security, staff competence, and prompt service delivery. However, actual perceptions indicate moderate satisfaction, with cleanliness and ICT availability rated highest. On the other hand, timely completion and responsiveness scored lowest. It was noted that significant service quality gaps exist across all the SERVQUAL dimensions, especially in reliability and responsiveness. Overall, the results highlight the need for improved transparency, efficiency, and client-centered services in the land registration process.