Measuring and Analyzing the Factors Influencing Al-ahsa Municipal Services Users’ Satisfaction Level: A Field Study

(Elsherbiny S Elsayed)

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Abstract

Due to the special importance of municipalities and their commitment to provide essential services to all citizens , individuals or institutions , studying users’ satisfaction is necessary to improve services and to handle insufficiency of providing society services. Besides, it shed the light on the facilitation and the problems that the service users could face with municipalities. Being one of the important government bodies that provides individuals with different services, Al-hasa municipality was chosen for this purpose. The study focuses on measuring and analyzing influencing factors that affect users’ satisfaction of the provided services. The results of this study indicate that the percentages of user’s satisfaction of the study elements; municipality premises and internal environment, procedures and guidelines, along with employees’ performance and conducts were 57.58%, 52.05%, 57%, and 51.15% respectively. In general, users’ satisfaction of municipality services was 51.75%, which means that 48.25% are not satisfied with the services provided. The study showed that 70.75% agreed that most of the problems have arisen from procedures, rules, and regulations. About 86.75% believe that the solution to these problems is to simplify service procedures. The study also found that there were no significant differences for service type, working hours for users’ visits the municipality, and user’s marital status. Key Words: Municipal services, Quantitative analysis, Satisfaction index, User satisfaction.
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