Evaluating the quality of municipal services to citizens using their past record of expansion and service quality in the 6th district of Tehran Municipality

One of the common problems in the management of municipal affairs is poor quality and lack of municipal services to meet the needs and expectations of citizens. Since the desired urban services based on the needs of citizens and reduce their frustration lies in the optimal management of municipal affairs, however, the essence of urban affairs and administration, responsibility for the present and future needs of the citizens is a matter of good service and quality, including important things that must be considered in the management of municipal affairs. Hence, this study aims to investigate and develop components that affect the quality of municipal services, the assessment framework for the management of municipal affairs and the promotion of their quality, designed to provide optimal management of municipal affairs. In this context, the expectations of citizens in expert survey form of Quality Function Development (QFD) influencing factors determining the quality of the civil service and then prepared a questionnaire was developed based on the components, evaluate the quality of municipal services was conducted in six municipalities of Tehran. The results of the evaluation of service quality in urban areas with gap analysis indicated that the views of citizens in all components in the area of service quality is below average, in addition to evaluating the quality of services provided by components in multiple areas 6 District 6 council areas separately showed that the level of quality of service in all areas, is below average. In general, evaluation of service quality in the area of urban affairs represents the fact that management has failed to meet the expectations of citizens.