Evaluating the Impact of Municipal Service Delivery on the Satisfaction of Citizen: A Case Study of Sindh Province

Abstract

This study has examined the relationship between quality of municipal service and level of satisfaction of the citizens. The municipalities in Sindh, under the Sindh Local Government Act- 2013, are mandated to provide different compulsory and optional services including water supply, sanitation, refuse collection, development work and emergency response services etc. The ordinal logistics regression method is employed by taking service delivery as independent variable and satisfaction of citizens as dependent variable. All the major compulsory services were analyzed. The research found that 64% of respondents are not satisfied with overall municipal service delivery. The reasons include either non provision of mandated services or poor management in the services provided by municipalities. The higher odd ratio for analyzed services intimates strong disliking by citizens for the reasons mentioned against each category. The research recommends addressing the bottlenecks to improve both the quality of municipal services and the satisfaction of citizens.