نوع مقاله : مقاله پژوهشی
1 سازمان مدیریت پسماند گلستان
2 گروه محیط زیست دانشگاه گرگان
عنوان مقاله [English]
Study on the citizen satisfaction regarding public services and municipality activities has widely developed. Because the results of such studies are very important in order to identify services for budgeting and planning managers.
The use of citizen satisfaction studies to assess the performance of public services has increased significantly in recent years. Studies on citizenship satisfaction are rooted in recent decades later, from 2005 to 2010, many studies were conducted on citizen satisfaction with the increasing development of urbanization. These studies are still ongoing around the world due to the growing population of urban areas and the annual development of cities. Citizens' satisfaction with public services has been a constant concern in public sector innovation innovation in urban management organizations such as municipalities. It has also been clearly proven that there is a significant direct relationship between people's satisfaction with municipal services and their trust in the government. The semantic burden of public service quality varies with satisfaction. Service quality has an objective, measurable and cognitive meaning, while satisfaction is a mental element based on emotions and passivity. The quality of services is measured by the shape, size and manner of access. Citizens' satisfaction with the city environment and the services provided by the municipality, it is an important factor in motivating people to participate in urban development and improve the quality of their housing. The purpose of this study is to assess the level of citizen satisfaction with municipal services with emphasis on the urban environment.
In this regard, first, the indicators and factors for measuring citizen satisfaction were identified using focus group interviews. This research is applied and developmental in terms of purpose and descriptive-correlational in terms of research method and is quantitative in nature. The theoretical framework was developed using the library method and literature review. Data collection tools were a centralized group interview and a researcher-made semi-structured questionnaire. For this purpose, in order to identify the important factors in measuring citizen satisfaction with the services of Kordkoy Municipality, a focus group interview was conducted with a group of local people as well as experienced experts. 24 factors were finally identified and finalized as factors of citizen satisfaction in 4 indicators. Then, a researcher-made questionnaire was designed with closed and semi-closed items In the first part, the individual characteristics of the respondents such as age, gender, education and occupation were examined, and in the second part, the satisfaction criteria of individuals with very few to very many options were examined. Then, by Yaman method, a number of samples of the population of Kordkoy family were identified. After approval, the questionnaire was completed using Cronbach's alpha test with 30 pre-test questionnaires among citizens. Finally, data analysis was performed in SPSS software.
This study showed that among the 24 factors identified in the indicators of aesthetics, urban infrastructure, and environment and educational-cultural, citizens were less satisfied with 21 factors. Also, a significant difference was observed between the group mean of satisfied and unsatisfied citizens (p <0.05). Citizens' personal characteristics had a significant effect on their satisfaction with municipal activities and public services and education and age showed a significant effect (p <0.05). The results of a descriptive test showed the attitude of the citizens of Kordkoy city towards different municipal services The highest satisfaction was found in the factors of "firefighting speed and relief assistance, warnings and provision of safety services" and "cleaning and garbage collection in the city" with a group average of 3.483 and 3.406, respectively. And the lowest level of satisfaction regarding "the situation of eradication of vermin and dealing with stray dogs" and "sanitary services in the city and high-traffic areas" were with group averages of 2.032 and 2.271, respectively. Also, comparing the average of two groups with satisfaction and dissatisfaction with municipal services, the results of the binomial test showed. There was a significant difference between the two groups regarding 21 factors in all these disputes, citizens were dissatisfied with the services (P <0.05). People with less than a diploma have the highest level of satisfaction and people with a master's degree or higher have the lowest level of satisfaction with municipal services. There was also a significant difference between classes in terms of satisfaction (p <0.05). As the results of this study show, Citizens of Kordkoy in Golestan province were lowly satisfied with the current situation in the city. The results of the study showed Of the 24 factors studied, only about two factors, the number of citizens were more satisfied than citizens without satisfaction In these cases, too, the percentage of people was very small Citizens were satisfied with 52% of dissatisfied citizens with the factor of "cleaning and garbage collection in the city" (which also had the highest average satisfaction ratings). Numerous studies have shown citizens' dissatisfaction with public services and urban activities. Urban management strategies should be reviewed and determined based on the status of each different and purposeful city. In general, it was found that the individual characteristics of citizens affect their satisfaction with various factors. Urban management strategies should be reviewed and determined based on the status of each different and purposeful city. In general, it was found that the individual characteristics of citizens affect their satisfaction with various factors. The results of his study showed that personal characteristics had an effective role on citizen satisfaction. It was further found that the variables of education and age have a significant role in the level of citizens' satisfaction and a significant negative correlation was observed between citizen satisfaction and education level. Some studies in the world and in Iran have shown similar results to this study. The level of participation, awareness and learning about municipal activities and successes in the field of urban development, it can increase urban satisfaction.
In general it should be stated In order to be aware of the desirability and quality of its activities and performance results in complex and dynamic urban environments, urban management needs to establish appropriate performance appraisal systems to achieve competitive advantage. Because the lack of such a system means not communicating with the internal and external environment of the urban system In that internal part, it can include public services and municipal activities and citizens' satisfaction And ultimately leads to the death of public trust and the dynamism of society One of the main outcomes is migration and lack of belonging to the place of residence. In order to apply the results of this study in order to improve urban management and planning in Kordkoy city, first, citizens who are dissatisfied with municipal services can be identified according to age and educational classes of this study. And then for the target group, determined appropriate strategies to improve the situation of municipal services in the field of higher priority factors.