Assessment the level of citizen's satisfaction from the municipality performance in Urban services field (Case study: city of Ilam)

Today, citizen's satisfaction is one of the main tools to Measuring the Municipalities Performance. In this paper we try to measure Ilamʹ municipality performance with use citizen's satisfaction. This enables us by identifying the strengths and weaknesses of municipal performance, Offer the Strategies to improve the performance of this organization and Increase citizen satisfaction.

Research Methods in this study is Descriptive – analytical and for sampling is used Classified Probable method. The study population is consisted all residents of Ilam. And sample size has been obtained using Cochran formula. In this study, firstly, Research indexes were determined. Then, According to the expert's opinions and with use TOPSIS model, were determined indexes importance and weight. Then, obtained Weights Were combined with Questionnaire results and final satisfaction of citizens were determined.

The results show, citizen's satisfaction from Ilam municipality performance is undesirable. On the other side, the satisfaction rate is different in various parts of the city. Such that, 1-1 zone has highest satisfaction and 2-2 has lowest rate. Also, the satisfaction rate is different in Various Fields. The maximum satisfaction be seen in urban services field and minimum in Monitoring.

The analysis shows that the distribution of facilities in urban areas of Ilam is not justly. This has led to the dissatisfaction from the provision of services by Municipality in Residents of the Marginal areas. In analyzing the views of citizens was determined, the residents of City Center that has most Concentration and access to facilities and services, has more satisfied. On the other, side the Satisfaction in residents of Marginal areas that it has fewer services, is lower. This reflects the fact should be considered spatial equity in the distribution of facilities by urban managers.