Evaluation of Municipality Performance based on Citizen Satisfaction with Urban Public Services in city of Tehran

Municipality performance measurement and evaluation for services delivery can be done in two ways, based on objective and subjective perspective. In objective view, quality of services measured according to the certain standards and criteria. While in subjective view, citizen satisfaction and their feelings are determinant for quality of municipality performance. In present research, a model for evaluating municipality performance has been designed and implemented in two districts of Tehran, based on literature review and examination of other countrie's experiences. The main purpose of this study is assessing the citizen satisfaction with municipal services and also evaluating factors affecting it. In this research, satisfaction will be examined as a dependent variable. Urban public services including 17 municipality tasks and their quality are considered as independent variables which have direct impact on overall living environment quality and citizen satisfaction. In this survey research, the main and necessary data has been gathered by questionnaire. In this study, the impact of various factors on citizen satisfaction has been considered. The results indicate that citizen satisfaction level in both districts is close to average, but there are differences between two district residents based upon social characteristics such as age, education and gender on citizen satisfaction.