Measuring citizen's satisfaction with municipal services (case staudy: city of Babolsar)

Today, all urban management efforts to increase services, is targeted to attract more citizen's satisfaction and this is great, especially for municipalities, a large part of which, is achieved through the provision of services to citizens. The purpose of this study is to measure citizen's satisfaction with municipal services provided by the municipality. The research method is descriptive-analytic. Data collection was done using library and field methods and the questionnaire. The population in this study was 61984 people; and the sample size of 320 people, selected based on the simple random method. To measure citizen's satisfaction level, the kano model was used, also SPSS software to calculate the reliability of the questionnaire. Results show that the factor of citizen's satisfaction with public parkings (with the satisfaction coefficient of 0/468), was known as the most important basic requirement; the factor of municipality attention to the facial view of the city -considering cosmetics, urban furniture and …- (with the satisfaction factor of 0/550), was known as the most important functional requirements; and finally, the beauty of the city buildings (with the satisfaction factor of 0/592), was identified az the most important motivational requirement. Generaly, it can be stated that citizens enjoyed more satisfaction with the motivational, functional, and basic requirement, respectively.