Measuring the Satisfaction of the Citizens with Municipal Performance in the Functional Areas, Case Study: District 2 Municipality of Tabriz Metropolis

Subject Areas : Urban Planning

mohammad  shali ¹ (Assistant Professor, Department of Regional Planning, Development and Planning Research Institute; Iranian Academic Center for Education, Culture and Research (ACECR); Tabriz, Iran.)
mohammad  abedyeganeh ² (Master's degree in Urban Design, Tabriz Islamic Azad University)

Received: 2023-04-27 Accepted : 2023-06-08 Published : 2023-05-22

Keywords: Performance Evaluation, urban management, Urban services, Citizens' Satisfaction, District 2 of Tabriz metropolis,

Abstract :

Measuring people's satisfaction with urban management is one of the most important factors determining the quality and performance of urban service providers; Based on this, the aim of the current research is to evaluate the quality of the urban management performance of the 2nd region of Tabriz metropolis from the citizens' point of view. The indicators used in this research in the functional areas of the municipality including urban services and environment, urban planning and architecture, crisis management, city management, cultural-social and transportation and traffic were identified and operationally defined using research background and theoretical literature. A statistical population of 383 people among the citizens was completed in the form of a field questionnaire.The research findings were analyzed using Friedman, one-sample t test and regression. The findings of the research show that the residents' satisfaction with the municipality and its services is at a medium to low level; Also, based on the Friedman test, it was determined that the highest level of citizen satisfaction is related to cultural and social indicators, and the lowest level of satisfaction is also in the index of city management and people's participation in city-related decisions. It was also confirmed that there is a significant difference between the level of education and the level of satisfaction and the absence of a relationship between the characteristics of age, gender and marriage and the level of satisfaction with the performance of the municipality.

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Masiya, T., Mazenda, A., & Davids, Y. D. (2019). Effective public participation in municipal service delivery. Administratio Publica, 27(3), 27-47.

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Zhang, J., Chen, W., Petrovsky, N., & Walker, R. M. (2022). The expectancy‐disconfirmation model and citizen satisfaction with public services: A meta‐analysis and an agenda for best practice. Public Administration Review, 82(1), 147-159.

Zimmermann, F., (2016), Nachhaltigkeit wofür? Von Chancen und Herausforderungen für eine nachhaltige Zukunft, Springer: Berlin, Germany.

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