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Assessment Of Service Quality Of Urban Local Government In Bangladesh: The Case Of Pabna Municipality

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  • Md. Al-Fahad BHUIYAN

    (Department of Public Administration, Pabna University of Science and Technology, Pabna-6600, Bangladesh)

  • Md. Ashraful ISLAM

    (Department of Public Administration, Pabna University of Science and Technology, Pabna-6600, Bangladesh)

Abstract

The issues government authorities face in delivering adequate municipal services while also considering the rapid growth of urban populations exacerbates the needs of their constituents. For sustainable urban management, it is crucial to understand the quality of urban services from the citizen's point of view and, consequently, to close the satisfaction gap. This study aims to assess the service quality of urban local government in Bangladesh with special reference to Pabna municipality. Both interviews and structured questionnaires were used to collect data from five wards of Pabna Municipality, and 150 respondents were surveyed. The performance was measured through Citizen Report Card (CRC) and The Urban Governance Initiative index. The finding shows that citizens ranked the disaster management and mosquito control service as poor, while certification service was identified as good and sensation service as fair. Our findings reveal the perspectives of both the citizen and the public service providers, suggesting that satisfaction and service quality levels are reasonably low. There is an urgent need to improve the quality of basic services by integrating people and employees in the planning of the service delivery process.

Suggested Citation

  • Md. Al-Fahad BHUIYAN & Md. Ashraful ISLAM, 2023. "Assessment Of Service Quality Of Urban Local Government In Bangladesh: The Case Of Pabna Municipality," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 18(1), pages 85-105, February.
    • Handle: RePEc:rom:terumm:v:18:y:2023:i:1:p:85-105
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    References listed on IDEAS

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    1. A. H. M. Kamrul Ahsan & Peter Walters & Md. Adil Khan, 2021. "Service Delivery and Accountability of Urban Officials: Evidence from Urban-based Local Government in Bangladesh," South Asian Survey, , vol. 28(2), pages 222-242, September.
    2. Tyanai MASIYA & Yul D. DAVIDS & Mary S. MANGAI, 2019. "Assessing Service Delivery: Public Perception Of Municipal Service Delivery In South Africa," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 14(2), pages 20-40, May.
    3. Mahmud, Rifat, 2021. "Citizen satisfaction in the service delivery of city corporations in Bangladesh," OSF Preprints 4xbqs, Center for Open Science.
    4. Felix Amoah & Laetitia Radder & Marlé van Eyk, 2016. "Perceived experience value, satisfaction and behavioural intentions," African Journal of Economic and Management Studies, Emerald Group Publishing Limited, vol. 7(3), pages 419-433, September.
    5. Gregg G. Van Ryzin, 2004. "Expectations, performance, and citizen satisfaction with urban services," Journal of Policy Analysis and Management, John Wiley & Sons, Ltd., vol. 23(3), pages 433-448.
    6. Felix Amoah & Laetitia Radder & Marlé van Eyk, 2016. "Perceived experience value, satisfaction and behavioural intentions," African Journal of Economic and Management Studies, Emerald Group Publishing Limited, vol. 7(3), pages 419-433, September.
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