Assessing citizen satisfaction of urban local government service and infrastructure in Bangladesh: A case study of Pabna municipality

Abstract

The provision of essential services to residents heavily relies on the infrastructure and functioning of urban local government institutions. The satisfaction citizens have with these institutions is an important indicator of the effectiveness of governance mechanisms. This study aims to assess the degree of citizen satisfaction with urban local government services and infrastructure, specifically in the context of Pabna municipality in Bangladesh. A qualitative and quantitative research approach was employed, utilizing survey data from 120 structured questionnaires and 20 interviews. The study results show that a significant proportion of municipality residents (56%) express deep dissatisfaction with basic services and infrastructure performance. The municipality has failed to effectively deliver sanitation, disaster management, waste management, roads and bridges, traffic infrastructure, and public utilities services as required. The study also identified key challenges in delivering basic services, including poor infrastructure, a lack of initiatives, adequate resources, a large workforce, and sufficient equipment. The findings suggest that the municipality should prioritize sustainable city planning through democratic participation and consideration of residents’ perceived experiences to deliver a high degree of citizen satisfaction.