Municipal Performance Evaluation with Emphasis on Satisfaction of Residents with Urban Services Using the Kano Model (Case Study: Municipality of District 1 in Shiraz)

Subject Areas : Architecture and urbanism

Karmat Allah Ziyari ¹ ( Professor, Faculty Member of Geography, University of Tehran, Tehran, Iran. )
Leila Mohammad Kazem Abadi ² ( Department of Geography and Urban Planning, School of Geography, Tehran University, Tehran, Iran *(Corresponding Author) )
Hamideh Zaimi ³ ( Master of Urban Planning, Islamic Azad University, Yasuj, Iran )
Mohammad Ali Khanizadeh ⁴ ( Master of Urban Planning, General Office of Recognition and Revenue Collection of Shiraz Municipality, Shiraz, Iran. )

Received: 2017-09-23 Accepted : 2018-04-11 Published : 2021-10-23

Keywords: Shiraz city, service, Kano model, Municipality, Satisfaction,

Abstract :

Background and Objective: Citizens' satisfaction is one of the main means of measuring the performance of municipalities today. Therefore, in this paper, it will be tried to use the citizens' opinions to measure their satisfaction with the performance of the municipality of Shiraz, district 1, so that, by recognizing the weakness and weakness of the municipality's performance, there are solutions to improve the performance The organization provided increased citizens' satisfaction. The main purpose of this project is "to investigate the extent and factors affecting the satisfaction of citizens of Shiraz from the services provided by the Shiraz municipalityMaterial and Methodology: This research was applied in terms of its descriptive-analytical nature and survey type using questionnaire tool. Reliability of the research tool was based on Cronbach's alpha coefficient for Cano questionnaire (0/70). Data were then analyzed using spss software.Findings: The results of the Chi-square test showed a moderate to high satisfaction rate of 70.82. Also, the results of the Chi-square test showed that men had less satisfaction than the performance of the municipality, and each level of education and age increased Satisfaction was lower, and satisfaction of staff and students was also lower than other jobs. Also, the results of the Kano test showed that the level of satisfaction of citizens (basic needs with satisfaction coefficient (0.35) at low level and functional needs with satisfaction coefficient (584 / 0) is at a moderate level and emotional needs are at a higher level with a coefficient of (723/0).Discussion and Conclusion: Due to the low quality of services provided in the basic needs which are considered to be the intrinsic duties of the municipality, this has had a negative effect on the behavior of the landlords, especially in participating in urban activities.

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