Measuring the Level of Citizens' Satisfaction with the Performance of the Municipality: A Case Study of Pul-e-Khumri Municipality

Abstract

This article tries to use the perspective of the citizens of Pul-e-Khumri city to measure their satisfaction with the performance of the city manager in the field of urban services understudy and measurement. For this evaluation, using theoretical studies, 32 types of municipal services in three sections public services, infrastructure, and culture were selected. In the next step, a research questionnaire was designed based on these services. Then 415 questionnaires were distributed among the citizens of the study city. In the next step, 395 complete and error-free questionnaires were collected and entered into SPSS software. Finally, the research results were analyzed using a one-sample t-test. The results showed that the average satisfaction of citizens with the quality of public services in Pul-e-Khumri was equal to 2.34. The average satisfaction with the quality of infrastructure services in Pul-e-Khumri is equal to 2.05, and also the average satisfaction with the quality of cultural services in Pul-e-Khumri is equal to 2.02. It can be said that the level of citizens' satisfaction in the three sectors of services mentioned is below the average level (3). The results of statistical analysis showed that concerning all municipal services, the results have a significant level of less than 0.05. Citizens' satisfaction with municipal services is below average because the average difference between all municipal services with the test statistic is calculated negatively and is lower than the average (3). The level of satisfaction of the citizens of Pul-e-Khumri city with all municipal services is below average.