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VOL. 6, ISSUE 1 (2024)
Assessing citizen satisfaction with paurashava (Municipality) service delivery in Bangladesh: A study based on the citizen charter
Authors
Alomgir Hossain
Abstract
The Citizen Charter (CC) is a central instrument in providing public
services and is measured the most effective tool for implementing the
principles of New Public Management (NPM). This study explores how satisfied
the service receivers are with the quality of basic services provided by four
selected Paurashava under a Citizen's Charter. Though both service providers
(LGIs) and citizens recognized the LGIs mostly followed the Citizen's Charter
strategies implemented around 2009, citizens were normally more positive. This
study evaluates the level of satisfaction among citizens in Bangladesh
regarding the delivery of services by Paurashava, as stated in the Citizen
Charter (CC). The study was carried out in Rajshahi and Jhenaidah districts. It
employed quantitative approach, which included survey method. A total of 160
citizens (both male and female) were interviewed for this study as a sample by
using the Simple Random Sampling technique. Descriptive statistics was applied
in this study to analyze the data. The findings reveal that 49.4% of the
respondent’s express satisfaction with the time it takes to deliver services,
whereas 34.3% express dissatisfaction. The level of satisfaction with service
quality is 41.9%, while 37.5% of individuals are dissatisfied. Service delivery
transparency achieved a satisfaction rate of 53.1%, while 30% of individuals
still expressed dissatisfaction. Significantly, 44.4% of the participants
expressed dissatisfaction regarding the expenses associated with the services.
Capacities that require improvement are the enhancement of complaint resolution
responsiveness, the development of garbage disposal and sanitation, and the
increase of transparency and accountability. Recommendations encompass
implementing thorough surveillance, continuing education, and significant
investments in infrastructure to cultivate improved confidence and satisfaction
among citizens regarding urban local governance.
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Pages:54-61
How to cite this article:
Alomgir Hossain "Assessing citizen satisfaction with paurashava (Municipality) service delivery in Bangladesh: A study based on the citizen charter". International Journal of Sociology and Political Science, Vol 6, Issue 1, 2024, Pages 54-61
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