Applied Research in Geographical Sciences

Applied Research in Geographical Sciences

Assessing citizens' satisfaction from urban management performance in the field of urban servicesCase study: City of Farouj

Authors
mohammad motamedi 1
seyedhassan rasouli 2
mohammad nasiri 2
1 Assistant Professor of urba planing
2 --
10.29252/jgs.19.55.99
Abstract
In public organizations such as municipalities, the design and deployment of a performance and control assessment system can lead to the proper management of urban managers on the road to achieving goals, tasks, strategies and development plans and urban development, in accordance with the quality, cost and time desired. Therefore, this article attempts to study the satisfaction of urban performance in urban services by using the views of citizens of the city of Farouj. For this assessment, using theoretical studies, 21 types of urban services were selected in three sections: Technical, Public and Cultural Services. At the next stage, the questionnaire was designed based on these services. Then, 400 questionnaires were distributed among the citizens of the case study city. In the next step, 380 questionnaires were completely and correctly collected and entered into SPSS software. Finally, the results of the study were analyzed by statistical tests. The results of the research indicate that the average satisfaction rate of public services in the city of Farouj is 3.53, which can be said that the level of citizens' compliance with this service is in the middle level. The average satisfaction rate of technical services in the city of Farouj has been calculated to be 3.31, and the average satisfaction rate of cultural services in city of Farouj has been calculated to be equal to 3.5. The results of statistical analysis indicate that the level of significance is more than 0.05 in relation to four of the urban services. This means that in terms of the services of sports spaces, the collection and disposal of surface water, the quality of leisure travelers and the respect of the clients, the level of satisfaction of citizens is equal to the average. In relation to two indicators of pedestrian quality and public participation, the mean difference with the statistical test was calculated to be 0.16 and -0.19 respectively, which indicates that the satisfaction of these services is lower than the limit on average. In other indicators, citizens' satisfaction is above average
Keywords
Satisfaction
Urban Management
urban services
City of Farouj
Boswell, W. R. & Boudreau, J. W. (2002). Separating the developmental & Evaluative performance appraisal uses. Journal of Business and Psychology, Vol.16, PP: 391-412.
Del Bosque Rodríguez, I. R., Agudo, J. C., & Gutiérrez, H. S. M. (2006). Determinants of economic and social satisfaction in manufacturer–distributor relationships. Industrial Marketing Management, 35(6), 666-675.
Fecikova, I. (2004). An Index Method for measurement of Customer Satisfaction, The TQM Magazine, Volume 16, Number 1.
Gronroos, C. (2000). Service management and marketing: a customer relationship approval, second edition, john ewily England.
Gutiérrez Rodriguez, P.; Vazquez Burguete, J.; Vaughan, R.; Edwards, J. (2009). The Transformation of Municipal Services: towards Quality in the Public Sector, Spain.
Ipsos (2009). Citizen Satisfaction Survey, the City of Calgary, Canada.
Johns, N. & Pine, r. (2002). Consumer behavior in the citizen’s service industry, Journal of Hospitality Management, 21, PP: 119–134.
Lees, A. et al (1976). Eds. The Urbanization and Economic Development in Germany 1815- 1919: Town in Societies: Essay in Economic history and historical Society. Cambridge University press.
Lewis, dan and jaanamioch (2005): urban vulnerability and good governance.journal of contingencies and crisis management.
Mokhlis S., Aleesa Y., Mamat I., (2011), Municipal Service Quality and Citizen Satisfaction in Southern Thailand, Journal of Public Administration and Governance, ISSN 2161-7104, P: 122-137.
Momeni M., Azizi H., Taghinia M., (2011), Urban Management based on Citizen Participation to Enhance Quality of Life in Tehran, Proceedings REAL CORP 2011 Tagungsband, ISBN: 978-3-9503110-1-3, P: 1079-1085.
Ulyani Mohd Najib, Nurul, Aini Yusof, Nor., Zainul Abidin, Nazirah. (2011). PRACTICE BRIEFING Student residential satisfaction in research universities, Journal of Facilities Management, 9(3).
Van Ryzin, G., Douglas M. and Stephen Immerwahr. (2004). explaining the race gap in satisfaction with urban services, Urban Affairs Review 39(5): 613-632.