The level of citizens' satisfaction with the performance of the municipality (case study: Baghershahr Municipality)

mahin hanifepoor ¹ ( Employee )
shahnam jabbari ² ( Employee )
behnam jabbari ³ ( [e-mail] )

Submited date : 2023-02-03

Keywords: Citizens, satisfaction, , city services, supervision,

Abstract :

The rapid growth of urbanization in Iran has caused that today's cities are facing many problems, for this purpose, an organization should be organized in a principled and regular manner to manage city affairs. Today, citizens' satisfaction was considered one of the main tools in measuring the performance of municipalities. Therefore, in this article, an attempt is made to measure the level of satisfaction with the performance of Baghershahr municipality by using the opinions of the citizens, so that by knowing the strengths and weaknesses of the municipality's performance, it is possible to provide solutions to improve the performance of this organization and increase the satisfaction of the citizens. The statistical population of the research is all the citizens of Baghershahr city (65,388) and the sample size is 376 selected using Cochran's formula by a simple random method and examined by questionnaire. The methods of factor analysis and Cronbach's alpha were used to measure the validity and reliability of the research tool, which indicated the appropriateness of the research tool. Frequency distribution tables, bar charts, mean and standard deviation, minimum and maximum were used to describe the data, and Kolmogorov Smirnov test, one sample t test, Pearson correlation coefficient, multiple correlation and multiple regression were used for statistical analysis of research hypotheses. Based on the results obtained from the average indicators, the level of citizens' satisfaction with urban services ranks first, civil and traffic services rank second, cultural and leisure services rank third, public evaluation ranks fourth, and monitoring quality ranks last. According to the obtained t-statistics, which is significant at the alpha level of 0.05, as a result, the quality of urban services, the quality of civil and traffic services, the quality of supervision, the quality of cultural and leisure services have a positive and significant effect on the satisfaction of citizens. predict The quality of urban services provided by the municipality contributed the most to the satisfaction of citizens.