Factors Affecting Citizen Satisfaction of Urban Local Government Service in Bangladesh: The Case of Pabna Municipality

Md Ashraful Islam ()
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Md Ashraful Islam: Pabna University of Science and Technology

Public Organization Review, 2025, vol. 25, issue 1, No 14, 253-270

Abstract: Abstract Local government institutions play a crucial role in delivering essential services to urban residents. Citizen satisfaction with these institutions serves as a vital indicator of good governance. This study aims to assess the determinants of citizen satisfaction with urban local government service, focusing on the Pabna municipality of Bangladesh. Utilizing a quantitative research approach, the study collected structured survey data from 200 respondents and analysed it using statistical methods such as descriptive statistics, correlation assessment, and principal component analysis. The results show that service accuracy, the creation of a conducive service environment, and aspects related to service accessibility and timeliness are crucial factors affecting citizen satisfaction. These factors constitute the key determinants of citizen satisfaction within the municipal area. This study emphasizes the imperative for municipal authorities to prioritize staff training, invest in enhancing the service environment, and streamline service processes to align with the evolving expectations of citizens, thereby contributing to the overall advancement of urban areas in Bangladesh.

Keywords: Service quality; Municipality; Satisfaction; Local government; Bangladesh (search for similar items in EconPapers)
Date: 2025
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DOI: 10.1007/s11115-024-00786-w

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