Citizen Satisfaction with Municipal Services: A Meta-analysis

Background: While studies have been carried out to evaluate the level of citizen satisfaction with municipal services, no evaluation of the results of these studies has been done.Objectives: To investigate citizen satisfaction with municipal services globally, this review was conducted.Methodology: This study made use of meta-analysis. For the literature review, papers indexed in the Web of Science (WoS) and Scopus were searched using the following keywords: ‘municipal services', 'citizen satisfaction', and citizen satisfaction with municipal services'. During the keyword search, ۶۰ English-language articles were chosen for review based on their relevance and importance. Finally, a review analysis was done to obtain results.Results: The results revealed that the level of citizen satisfaction with municipal services varies among countries, contingent upon the quality of the services provided. The study also indicated that while municipalities generally provide adequate urban services, there is still room for improvement. The findings also showed that socio-demographic characteristics, quality of service, and institutional performance collectively impact citizen satisfaction.Conclusion: This review concludes that citizens' expectations can be met through improved service quality. Balancing the performance of municipalities within the country involves providing better services in rural areas as well, ensuring a more equitable distribution of services.

Keywords:

Municipal services , Municipalities , Citizen satisfaction , Service delivery , Citizen expectation