Service Delivery and the Pulse of Citizen Satisfaction in Urban Governance of Bangladesh

By: Md. Awal Mollah

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Synopsis: This book offers a comparative analysis of municipal service delivery in four major Bangladeshi cities: Dhaka, Chittagong, Khulna, and Rajshahi. Using the SERVQUAL model, it evaluates service quality through five dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—providing a detailed understanding of citizen satisfaction in varied urban settings. The book&’s strength lies in its comparative framework, which examines the distinct challenges and governance structures of each city. This analysis identifies common issues while uncovering unique dynamics, enabling a thorough exploration of service delivery systems. It highlights effective practices and areas for improvement, fostering a balanced view of urban governance. Key municipal services such as street lighting, waste management, water supply, sewerage systems, and birth registration are assessed in detail. By focusing on practical reforms and innovations, the book bridges academic research with real-world application, offering actionable insights for policymakers, urban planners, and practitioners. With its emphasis on practical solutions and comparative insights, this book is an essential resource for those involved in urban development. It provides valuable lessons for enhancing service quality and citizen satisfaction, contributing to more effective governance in developing countries.