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Citizen satisfaction in the service delivery of city corporations in Bangladesh

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  • Mahmud, Rifat

Abstract

Citizen satisfaction in service delivery is an essential indicator in the governance mechanism involving the level of confidence that citizens have towards the local government institutions. The present study aims to find out the level of citizens’ satisfaction with urban local government institutions, i.e., city corporations in Bangladesh. The study seeks to identify the factors that can explain the variations in citizens’ satisfaction level in urban local government institutions. The study adopted a quantitative approach based on the survey data, which involved the opinions of 2,160 respondents from all 12 city corporations in the country. The study found that, first, citizens’ level of satisfaction in city corporations is low. Second, the public responsiveness variable involving the speed and accuracy of city corporations in service delivery has the strongest overall effect on variations in citizens’ satisfaction. Third, the service quality variables, along with the prior experience determinants involving timeliness and promptness in giving services, act as a determining variable affecting satisfaction in city corporations. The contribution of this study lies in its pointing out some new directions to better explain the level of citizen satisfaction towards city corporations in Bangladesh.

Suggested Citation

  • Mahmud, Rifat, 2021. "Citizen satisfaction in the service delivery of city corporations in Bangladesh," OSF Preprints 4xbqs, Center for Open Science.
    • Handle: RePEc:osf:osfxxx:4xbqs
    DOI: 10.31219/osf.io/4xbqs
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    References listed on IDEAS

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    1. Rifat Mahmud, 2021. "What explains citizen trust in public institutions? Quality of government, performance, social capital, or demography," Asia Pacific Journal of Public Administration, Taylor & Francis Journals, vol. 43(2), pages 106-124, April.
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    Cited by:

    1. 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.

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