ASSESSMENT OF SERVICE QUALITY OF URBAN LOCAL GOVERNMENT IN BANGLADESH: THE CASE OF PABNA MUNICIPALITY

Md. Al-Fahad Bhuiyan () and Md. Ashraful Islam ()
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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

Theoretical and Empirical Researches in Urban Management, 2023, vol. 18, issue 1, 85-105

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.

Keywords: service quality; municipality; city governance; citizen report card; Bangladesh. (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:rom:terumm:v:18:y:2023:i:1:p:85-105

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