The relationship between satisfaction with urban services and citizens’ quality of life, using Partial Least Squares method (Case study: Tehran Metropolis)

Subject Areas : Architecture and urbanism

Fatemeh Sadat Hosseini Nezhad ¹ , Mozaffar Sarrafi ²

1 - Ph.D. in Urban and Regional Planning, Shahid Beheshti University. *(Corresponding author)
2 - Professor, Shahid Beheshti University.

Received: 2017-11-16 Accepted : 2018-08-21 Published : 2021-09-23

Keywords: Experienced quality, quality of life, Satisfaction with urban services, Citizens’ expectations,

Abstract :

Background & Objective: The concept of urban quality of life is developed in relation to the urban environment and connects the objective dimensions of that environment to the citizens’ subjective assessments. This concept is influenced by all aspects of urban life (including the natural, built environment, social and economic aspects). Urban services are parts of the urban environment, which are provided and delivered with the aim of meeting the citizens’ basic needs. The purpose of this research is to investigate how satisfaction with these services affects citizens’ quality of life.Material and Methodology: In this research, using a descriptive-analytical approach, and based on literature review, the conceptual framework of research has been developed and then the quantitative research model is presented. Data obtained by citizens’ questionnaires on 30 neighborhoods in Tehran on a set of urban services, collected by systematic random sampling method from the residents of plots, have been analyzed, utilizing Partial Least Squares method and SmartPLS3.0 software in the form of the proposed model.Findings: There is a direct and significant relationship between “satisfaction with urban services” as well as “experienced quality” and the citizens’ “quality of life”. Indices of "standard services", "working hours" and "use of technology in service delivery" in citizens’ view, have the most important effects on "experienced quality" construct. Also, the construct of "citizens' expectations of urban services" is more affected by "previous experience” of the citizen and "implicit service communications” indices.Discussion and Conclusions:  Research findings emphasize on the necessity of paying attention to the factors determining the satisfaction with urban services by the responsible organizations in urban services provision and delivery, in order to improve the citizens’ quality of life. 

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