The Journal of Community Development (Rural-Urban)

The Journal of Community Development (Rural-Urban)

Evaluation of Dimensions and Quality of Urban Services in Zahedan and Relationship with Satisfaction of Municipal Performance

Authors
Abdollatif Karevani 1
Mohammad Osman Hosseinbor 2
Behrouz Roustakhiz, 3
1 Department of Social Sciences, Faculty of Literature and Humanities, University of Hormozgan, Bandar Abbas, Iran
2 . Department of Social Sciences, Faculty of Literature and Humanities, University of Sistan and Baluchistan, Zahedan, Iran
3 Department of Sociology, Faculty of Social Sciences, Allameh Tabatabai University, Tehran, Iran
10.22059/jrd.2024.370223.668833
Abstract
It is imperative to investigate the assessment of citizens regarding the quality of municipal services and the manner in which they are perceived as one of the most critical institutions of urban management. This is particularly critical in small Iranian cities such as Zahedan, which are subject to less oversight and are situated at a greater distance from public scrutiny than larger cities. The objective of the present study is to assess the quality and scope of municipal services in Zahedan, as well as the correlation between these factors and residents' satisfaction with the municipality’s performance.
The present study employed a quantitative survey methodology. The field data utilized in this study was gathered via questionnaire during the spring and summer of 1400, spanning a duration of six months. The study’s statistical population comprises the inhabitants of Zahedan city, and a cluster sampling method consisting of multiple stages was employed. The sample size of 384 individuals was determined using Cochran's formula.
The findings of the study indicated that the level of satisfaction regarding the municipality’s performance is suboptimal, with approximately 77% of the participants expressing very low levels of satisfaction. The inferential portion of the research findings revealed a significant correlation between organizational evaluation of satisfaction with the performance of the municipality and a variety of municipal service quality dimensions; the relationship has been direct and positive.
The level of satisfaction that citizens have with the performance of a municipality can be perceived and evaluated by the public regarding the services provided by organizations such as the municipality. If the public evaluates these services positively, then the satisfaction level of the municipality can increase.
Keywords
Evaluation of the quality of urban services
satisfaction with the municipality
organizational evaluation
Zahedan city
Subjects
  • Abtahi, S. H., & Shiani, M. (2021). Acknowledging people's participation obstacles in Tehran's urban management: An analysis of qualitative content. Community Development (Rural and Urban Communities), 12(2), 643-655. https://doi.org/10.22059/jrd.2021.319833.668632 (In Persian)
  • Akgul, D. (2012). Measuring the satisfaction of citizens for the services given by the municipality: the case of Kirşehir Municipality. Procedia-Social and Behavioral Sciences, 62, 555-560. http://dx.doi.org/10.1016/j.sbspro.2012.09.092
  • Arefi, A., Mansouri, M. R., Tarhani, S., & Beyranvandzadeh, M. (2018). Measuring the satisfaction of citizens from performance of lorestan municipalities. Journal of Geography and Human Relations, 1(3), 863-875. https://dorl.net/dor/20.1001.1.26453851.1397.1.3.50.5 (In Persian)
  • Azizi, M., Esmaeilpour, H., & Mazloumian, S. (2019). The study of the relationship between citizen’s satisfaction of the municipal’s performance and the urban environment’s sustainability indexes, case study: District 1 Shiraz. Journal of Environmental Science Studies, 4(2), 1236-1249. (In Persian)
  • Barghamadi, H., & Zamani, S. (2022). Study of the Interaction between NGOs and Municipalities in Tehran. Community Development (Rural and Urban Communities), 13(2), 429-453. https://doi.org/10.22059/jrd.2022.332808.668686 (In Persian)
  • Barakpour, N., Goharpour, H., & Karimi, M. (2010). Evaluation of municipality performance based on citizen satisfaction with urban public services in city of Tehran. Urban Management, 8(25), 203-218. https://dorl.net/dor/20.1001.1.22285229.1394.6.21.3.7 (In Persian)
  • Bodvarsson, Ö. B., & Gibson, W. A. (2002). Tipping and service quality: A reply to LYNN. The Social Science Journal, 39(3), 471-476.
  • Charles, V., & Kumar, M. (2014). Satisficing data envelopment analysis: An application to SERVQUAL efficiency. Measurement, 51, 71-80.
  • Ebrahimzadeh, E., & Kazemeizad, S. (2014). Satisfaction evaluation and the role of citizen participation in municipal nfrastructure projects; case study: Zahedan Municipality. Geography and Development, 11(30), 1-22. https://doi.org/10.22111/gdij.2014.238 (In Persian)
  • Ehsanifard, A., & Ehsanifard, M. (2013). Strategic model to measure, manage and evaluate the effective performance of municipalities with a combined model BSC & EFQM Case study: Districts 3 and 18 of Tehran. Urban Management, 11(31), 7-26. (In Persian)
  • Hashemi, S., & Yahyapour, M. (2010). The principles and basics of urban service management in the municipality. Tehran: Publications of the Organization of Municipalities and Villages of the Country. (In Persian)
  • Hekmatnia, H., & Mousavi, M. N. (2008). The evaluation and influencing factors for citizen's satisfaction from the municipality's function (Case study: Yazd). Geography and Development Iranian Journal, 5(9), 181-196. (In Persian)
  • Karimiyan Bostani, M., Balouchi, O., & Jobeh, S. (2013). Measuring citizen satisfaction of municipal performance (Case study: city of Zahedan). Journal of Studies of Human Settlements Planning, 8(22), 117-131. (In Persian)
  • Ma, L. (2017). Performance management and citizen satisfaction with the government: Evidence from Chinese municipalities. Public Administration, 95(1), 39-59.
  • Maleki, A., & Darabi, M. (2007). Different methods of measuring customer satisfaction, Automotive Engineering and Related Industries Monthly, 3, 32-27. (In Persian)
  • Mobaraki, O. (2018). The evaluation of citizen Satisfaction from the performance of Maragheh Municipality in different districts. Quarterly of Geography (Regional Planing), 8(3), 105-119. https://dorl.net/dor/20.1001.1.22286462.1397.8.4.6.9 (In Persian)
  • Moeidfar, S., & Zahani, G. (2005). A study to explain job dissatisfaction among the teachers (the case of neishabaurs teachers). Iranian Journal of Sociology, 6(1), 135-150. (In Persian)
  • Motamedi, M., Rasouli, S., & Nasiri, M. (2019). Assessing citizens' satisfaction from urban management performance in the field of urban services; case study: City of Farouj. Journal of Applied Research in Geographical Sciences, 19(55), 99-116. (In Persian)
  • Nadiri, H., & Hussain, K. (2005). Perceptions of service quality in North Cyprus hotels. International Journal of Contemporary Hospitality Management, 17(6), 469-480.
  • Namdar, M., & Bouzarjomehry. K. (2016). Analysis of socio-economic and environmental aspects of drought crisis and its impacts on rural households: A case study of villages of Zarindasht County, Iran. Village and Development, 19(3), 161-183. https://doi.org/10.30490/rvt.2016.59475 (In Persian)
  • Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin McGraw-Hill.
  • Oliver, R. L., & DeSarbo, W. S. (1988). Response Determinants in Satisfaction Judgments. Journal of Consumer Research, 14, 495–507.
  • Örselli, E., Bayrakçı, E., & Kahraman, S. (2017). Citizen satisfaction with municipal services: the case of Konya. Global Journal of Sociology: Current Issues, 7(1), 24-33.
  • Rajab Salahi, H. (2002). The structure of local government, urban management and municipality. Tehran: Iran’s Organization of Municipalities. (In Persian)
  • Rodríguez, P. G., Burguete, J. L. V., Vaughan, R., & Edwards, J. (2009). The Transformation of Municipal Services: towards Quality in the Public Sector. Theoretical & Applied Economics, 16(2).
  • Shali, M., & Abedyeganeh, M. (2023). Measuring the Satisfaction of the Citizens with Municipal Performance in the Functional Areas, case study: District 2 Municipality of Tabriz Metropolis. Journal of Space and Place Studies, 1(3), 67-80. https://doi.org/10.30495/jsps.2023.1984878.1046 (In Persian)
  • Shamsoddini, A., Sanayi Moghadam, S., Balaghi, R., & Rezaei, M. (2017). Measuring the level of citizens 'satisfaction of municipality performance and evaluation of individual, social factors influenced on it (Case study: Dehdasht city). Journal of Research and Urban Planning, 8(30), 185-204. (In Persian)
  • Su, A. Y. L. (2004). Customer satisfaction measurement practice in Taiwan hotels. International Journal of Hospitality Management, 23(4), 397-408.
  • Van Ryzin, G. G. (2013). An Experimental test of the Expectancy-Disconfirmation Theory of Citizen Satisfaction. Journal of Policy Analysis and Management, 32(3), 597-614.
  • Van Ryzin, G. G., Muzzio, D., Immerwahr, S., Gulick, L., & Martinez, E. (2004). Drivers and consequences of citizen satisfaction: An application of the American customer satisfaction index model to New York City. Public Administration Review, 64(3), 331-341.
  • Wisniewski, M. (2001). Using SERVQUAL to assess customer satisfaction with public sector services. Managing Service Quality: An International Journal.
  • Yaqoubi, N. M., & Ali Mohammadi, S. (2010). Customer satisfaction measurement models, introduction and comparison. 8th International Management Conference, Tehran. (In Persian)
  • Zaki, Y., Esmaeilpoor, H., & Baraty, A. (2016). Study of Citizen's Satisfaction about the Performance of Municipality Services Using Kano Model (Case Study: Minoodasht Municipality). Geographical Urban Planning Research, 4(4), 635-652. https://doi.org/10.22059/jurbangeo.2016.62199 (In Persian)