Citizens’ Perception on Service Quality: A Study in Rangpur City Corporation (RpCC)

Authors/ Publisher: Md. Jubaer Ibna Taher

Abstract:

Background and Problem Statements: Citizens' satisfaction with public services is a growing concern for urban governments. Rangpur City Corporation (RCC) in Bangladesh provide a range of services, from licenses to utility supplies. However, the perceived quality of these services is critical to the livability and quality of life in the city.

Objectives: This study investigates the citizen perceptions of service quality provided by the Rangpur City Corporation.

Method: The study employs a cross-sectional design with a mixed-method approach. A questionnaire survey using a 5-point Likert scale was administered to 528 residents across 33 wards. Secondary data were collected from various sources. Quantitative data were analyzed using SPSS software.

Summary of Key Findings: Findings indicate moderate to low satisfaction with the city corporation’s services. Online services and cost-effectiveness received the highest positive perceptions, while accountability and freedom from corruption ranked lowest.  In terms of utility services, drinking water and city lighting were viewed favorably, whereas traffic, public transport, and waste disposal were seen as areas needing improvement. The infrastructure and security services were also scrutinized, showing dissatisfaction with consumer rights protection and law-and-order, while digital service delivery was seen positively. While educational services were regarded well, the handling of environmental issues and health services, particularly in response to the Coronavirus, had varied levels of satisfaction.

Contributions and Implications: This study underscores the need for Rangpur City Corporation to focus on improving accountability, transparency, efficiency, and citizen engagement. Enhancing traffic management, public transportation, waste disposal, and environmental protection should be prioritized. Such improvements are vital to meet the growing demands of the urban population and to ensure a higher quality of life in Rangpur City.