How to increase citizen satisfaction within municipal services: an Israeli case study

Abstract

The objectives of this study were: 1) to examine the quality of municipal services within an Israeli town; 2) to identify the most important service quality dimensions that determine citizen satisfaction; 3) ways to improve citizen satisfaction by using a system dynamics model. The questionnaires were distributed to 634 respondents in a local government with a population of about 16,000 citizens. Results indicate that: 1) the five dimensions of ServQual represent a valid instrument to measure municipal overall service quality (OSQ) in this Israeli municipality; 2) three service quality dimensions, namely reliability, empathy and responsiveness significantly predicted citizen satisfaction. The findings of this case study can be used as a guide to improve quality attributes and enhance citizens' satisfaction.