Quality Of Municipal Services Research Articles

The Kehler Management System®: Integration of External Stakeholders in the Quality Assessments of Municipal Administrations

Abstract Research purpose The Kehler Management System (KMS) is a tool for assessing quality in municipalities. Due to technological advancements, globalisation, greater market dynamics, changing values and demographic change, municipalities find themselves in a complex and dynamic field of tension. The diversity and complexity of these fields of activity and relationship structures continue to increase, making it difficult for municipalities to adapt their processes. However, in the first stage, the focus of KMS was limited to the internal perspective of the municipal administration. This was coherent in terms of an initially necessary reduction of complexity, but in terms of a holistic view, this is insufficient. Following the successful introduction of the KMS for quality assessment in the internal structure of public administration, the concept is being expanded to include the external perspective of stakeholders. The question is: “How can the satisfaction of various stakeholder groups in the municipality be measured in a way that incurs significant participation and produces relevant results for the decision-makers in the municipality?” Design / Methodology / Approach The research design takes the form of a case study and focuses on the municipality of Ottersweier. The basis for developing the external perspective is determining the stakeholder groups interacting with a municipality. Six stakeholder groups are identified: Residents, local businesses, business partners of the administration, capital providers of the administration, civil society actors such as associations, clubs and interest groups, and corporations and institutions under public law, e.g. neighbouring municipalities. In analogy to the KMS's approach to the municipal administration's internal perspective, the first step is identifying impact factors grouped into success clusters. To assess the impact factors, questions relevant to the impact factors are developed. Questionnaires were developed and tested for the stakeholder group of residents, local businesses and clubs. All questionnaires were tested in the Ottersweier community. Findings: The survey brought about significant results that aligned with the staff's experience in the municipality. Local businesses indicated a "General Satisfaction" of 81%. They were especially satisfied with the work of the administration. The impact cluster is considered to be fulfilled. However, 18 companies indicated a willingness to relocate out of the municipality for other reasons. The survey of the clubs showed a high level of satisfaction with the service quality of the municipality for this stakeholder group. The general satisfaction of the clubs was 98%. The evaluation of the residents' views showed that the two impact clusters, "General satisfaction" and "Administration," were above the 80% hurdle. The results for the impact clusters "Municipal Policy" and "Supply and Infrastructure"were noteworthy. Both the survey of residents and local businesses obviously failed to meet the KMS target of 80% effectiveness for these two impact clusters. A closer examination of the detailed questions revealed that both stakeholder groups perceive the same areas as particularly deficient: communication and implementation of the municipal council's mission statement and public transport. Originality / Value / Practical implications In previous surveys of residents in various municipalities without using the KMS, the participation of residents was so low that only limited conclusions could be drawn about the quality of municipal services. Therefore, an attempt was made to keep the number of questions to residents as low as possible to increase the survey's acceptance. The response rate was significantly expanded concerning the number of residents compared to previous surveys. Since two stakeholder groups perceived two areas as deficient independently of each other, "Municipal Policy" and "Supply and Infrastructure", the municipality of Ottersweier must conduct a weakness analysis in order to develop a plan for action to improve the services. Semi-structured, qualitative interviews with residents can be used for this analysis. Also, the motives for local businesses to consider relocation should be investigated in more detail.

Syrian Migration and Active Citizenship in Turkey: Rethinking the Possibility of Living Together and Social Cohesion

The sudden and intense migration that emerged as a result of the Syrian crisis in 2011 had significant effects on cities and municipalities in our country as well as in the world. Considering that the vast majority of Syrians currently live in urban areas, municipalities that have a significant proportion of Syrian immigrants compared to their resident population faced a challenge of delivering the same quality municipal services to more populations due to unexpected increase in the number of people waiting for service, but with the same budget, personnel, equipment and organizational structure. This situation negatively affects the quality of life in cities and threatens local sustainable development. The main idea of our study is to open the theoretical framework of the “active citizenship” model for discussion. The model is based on the idea that, active citizenship model is the most important resource to be mobilized in increasing the resilience of municipalities at the local level in the face of added urban issues such as mass migration and pandemic, and living together and a sustainable quality of life in cities. After making conceptual fixations in the study, answers will be sought to possible questions on how active citizens are involved in the political and social participation processes; their roles; why it is necessary to be an active citizen; how to establish an enabling environment for this to occur and what the duties of municipalities are in this context.

Quality of municipal services - driver increase the efficiency of budget expenditures

The priority national goal of Russia is to increase the level of life of the population, which manifests itself in the growth of consumer satisfaction with the availability and quality of state and municipal services. The article examines the essence of basic municipal services, the relationship between their volume and quality and the effectiveness of budget expenditures, modern trends in the consistent harmonious development of the system for monitoring the quality of state (municipal) services, their digital transformation, as well as the gradual introduction of competitive methods of their provision while simultaneously preserving the current method through the approval of the municipal task. Based on the systematization of regulatory legal acts and practical activities, proposals have been developed to improve the mechanism of continuous improvement of the quality of municipal services.

The quality of municipal services as an object of assessment and management

The quality of municipal services as an object of assessment and management

Municipal Finance of West Bengal

Abstract: Urban local bodies ( ULBs) are statutorily responsible to deal with urban problems. The primary rationale of ULBs is provisioning of civic amenities to residents in the area under their jurisdiction. Increased urbanization creates demand for more and more civic services which are provided by the ULBs under fiscal stress. The objective of the proposed work is to undertake a study of the financial structure of ULBs of West Bengal and understand its implications for provisioning of municipal facilities for the period 2001-02, 2007-08 and 2013-14. This will include the analysis of the pattern of disbursements and receipts of ULBs at the state and district levels. This is followed by analysis of the components of receipts and disbursements. It has been found from the analysis of municipal finance that ULBs of West Bengal are not being able to generate sufficient revenue. The dependence on grants reflects the inability of ULBs to generate sufficient own source income. The provisioning of municipal services are also not at a desired level. The burden of unproductive expenditure and poor quality of municipal services are also found. West Bengal has implemented more or less all the provisions of the 74th Constitution Amendment Act But effective functioning and efficient administration are needed for overall improvement in the governance of ULBs. Keywords: Municipality, Finance, Urban local bodies, Revenue, Expenditure JEL codes: H2, H7, H71,H72,H75, H76

AN EXPLORATORY STUDY OF DETERMINANTS OF THE QUALITY OF MUNICIPAL SERVICE DELIVERY IN EKURHULENI

The City of Ekurhuleni is a major metropolitan municipality that provides essential municipal services 3, 178, 470 residents and ratepayers. The purpose of research was to determine the level of satisfaction of people who live and work in the City of Ekurhuleni with the quality of municipal services they are provided with routinely. The survey was conducted by gathering household-level information from 544 residents of Ekurhuleni. The level of satisfaction of respondents with the quality of municipal services was measured by using a matrix of indicators developed by Das, Das and Barman (2021:885-913) for conducting a similar assessment. A composite index developed by D’Inverno and De Witte (2020:1129-1141) was used as a benchmark for measuring the level of services rendered to people who live in the City. The main result of the survey was that 63.05% of people who took part in the survey expressed satisfaction with the quality of services that were rendered to people living in the City. The results showed that 36.95% of people in the survey were not happy with the quality of services rendered to people who live in the City. The survey revealed that satisfaction with services was influenced by the ability of employees of the City to resolve service-related queries promptly, a lengthy duration of residence in Ekurhuleni (11 years or longer), and being provided with accurate financial statements.

Service Seeker's Satisfaction of Sainamaina Municipality

The objective of this research is to evaluate the quality of municipal services provided by the local government in Sainamaina, a municipality located in the Rupandehi district Nepal, by assessing service quality dimensions and identifying the key factors that influence citizen satisfaction. A total of 450 questionnaires were distributed, ensuring fair representation across all 11 wards of the municipality. A comprehensive analysis of the collected data involved descriptive statistics, multiple regression, Pearson correlation, as well as reliability assessments using Cronbach's alpha and Q-plots to examine data normalcy. The study employed the modified SERVQUAL and SERVPERF models to assess municipal service quality in the unique context of Sainamaina. The five service quality dimensions, specifically Reliability, Tangibility, Empathy, Assurance, and Responsiveness, significantly influenced citizen satisfaction. Among these dimensions, Responsiveness and Empathy emerged as the most impactful factors in shaping overall service satisfaction in Sainamaina. The assessment of service quality dimensions in Sainamaina serves as a valuable strategic tool for enhancing the provision of municipal services. By focusing on these critical dimensions, local governments can address the specific needs and expectations of their citizens, ultimately improving the overall satisfaction and well-being of the community. Keywords: Service, quality, Satisfaction, Local government.

Service Seeker's Satisfaction of Sainamaina Municipality

The objective of this research is to evaluate the quality of municipal services provided by the local government in Sainamaina, a municipality located in the Rupandehi district Nepal, by assessing service quality dimensions and identifying the key factors that influence citizen satisfaction. A total of 450 questionnaires were distributed, ensuring fair representation across all 11 wards of the municipality. A comprehensive analysis of the collected data involved descriptive statistics, multiple regression, Pearson correlation, as well as reliability assessments using Cronbach's alpha and Q-plots to examine data normalcy. The study employed the modified SERVQUAL and SERVPERF models to assess municipal service quality in the unique context of Sainamaina. The five service quality dimensions, specifically Reliability, Tangibility, Empathy, Assurance, and Responsiveness, significantly influenced citizen satisfaction. Among these dimensions, Responsiveness and Empathy emerged as the most impactful factors in shaping overall service satisfaction in Sainamaina. The assessment of service quality dimensions in Sainamaina serves as a valuable strategic tool for enhancing the provision of municipal services. By focusing on these critical dimensions, local governments can address the specific needs and expectations of their citizens, ultimately improving the overall satisfaction and well-being of the community. Keywords: Service, quality, Satisfaction, Local government.

Parameters Influencing Citizens’ Levels of Satisfaction: Soft Indicators of ‘Good Governance’

Previous studies highlighted the importance of soft indicators (e.g., quantitative sociological survey) influencing citizen satisfaction towards municipal service quality. Citizen satisfaction assessments have raised concerns over numerous independent parameters such as gender, age, and education on satisfaction levels toward administrative performance. It is also crucial to underline that the application of sociological survey for improving service quality is not well understood by municipal officers or scholars. To obtain substantial combined multiple indicators of service quality, it seems rationale to reconnoitre numerous parameters of citizen satisfaction and quantitatively investigate impacts of independent variables (e.g., gender, age, education) on corresponding satisfaction levels by using some advanced statistical tools. In this sociological assessment, a targeted population was constructed of Bangkok Metropolitan administration (BMA) stakeholders (n = 38,500), which are as follows:
 
 -       Bangkok residents in 50 districts under the governance of BMA
 
 -       Board committee, executive directors and general staff of 27 BMA offices
 
 This multiple dimensional analysis sociological survey data indicates that gender, age, and education play some important roles in governing municipal citizen satisfaction levels. Overall, the knowledge of relationship between citizen satisfaction levels and independent parameters can enhance the service quality of municipal administration.

Assessing the municipal service quality of residential neighborhoods based on SERVQUAL, AHP and Citizen’s Score Card: A case study of Dhaka North City Corporation area, Bangladesh

Rapid urban population growth stimulates the challenges of city government authorities in providing the municipal services adequately considering the citizen’s demand. While the gap persists between the service provision and citizen’s perception on it, the quality of life of cities may deteriorate due to psychological dissatisfaction of dwellers with urban services. Hence the evaluation of the urban service quality from the citizen’s perspective and accordingly addressing the gap is necessary for sustainable urban management. This study shows a common framework incorporating SERVQUAL, Analytical Hierarchy Process (AHP) and Citizen’s Score Card to define the quality of municipal services spatially and functionally based on the satisfaction of citizens. The items under the dimensions of SERVQUAL and the weightages of each dimension were set through literature review and expert opinion. Dhaka, the only megacity of Bangladesh is experiencing an impetuous growth towards its northern portion and Dhaka North City Corporation (DNCC) is the responsible authority to supply the municipal facilities within this area. Nine residential neighborhoods having homogeneous characteristics in terms of population density, residential land use, built up area and income level within the jurisdictional area of DNCC were selected to collect the data. The data were collected through household questionnaire survey using stratified random sampling technique where people responded for each SERVQUAL questions and scored the facilities provided by the DNCC. The result shows citizens are moderately satisfied (63.3%) with municipal services aggregately. To meet the demand of dwellers, the city government authority should be more functional, reliable and participatory and be equipped with qualified manpower and facilities. Despite the locational characteristics are uniform among the case areas, Ward 3, Ward 4 and Ward 31 are in unprivileged state in terms of municipal services. The facilities of public toilet, parking and disaster management activities performed by DNCC are commonly in unsatisfactory state in all areas that require special attention from the authority. Based on the findings, it could be stated that where the city government authority is roughly unsusceptible to meet the demand of the existing population, the enormous population growth within urban areas could affect the life quality poorly. Therefore this paper would fetch a course where the deficiency on urban services would be evaluated under a common arena considering the psychological aspect of citizen, thereby priority interventions could be ascertained for enhancing the life quality of urban areas.

Indicators characterizing the quality of state (municipal) services in the sphere of youth policy

The subject of this research is indicators that characterize the quality of municipal services rendered in accordance with the state (municipal) task in the sphere of youth policy. Special attention given to the analysis of state tasks approved on the federal and regional levels for budgetary (autonomous) institutions. The author examines the indicators that characterize the quality of municipal services in the sphere of youth policy as the foundation for assessing the achievement of publicly significant results in the context of the vector for improving the efficiency of spending budgetary funds. The article explores the problem of the absence of correlation between the quality of services rendered and the size of subsidy allocated for the implementation of state (municipal) task. The main conclusion consists in the statement that at the present day it is difficult to assess the achievement of publicly significant result in rendering state (municipal) services in the sphere of youth policy as a criterion for the appropriate use of subsidies for the fulfillment of the state (municipal) tasks within the framework of the activity of budgetary (autonomous) institutions. This is substantiated by the formal determination of indicators set by such institutions, which characterize the quality of the rendered municipal services and the absence of comprehensive legislative regulation in this sphere. The efficiency parameters of the conducted state youth policy are for the most part reflected through the quantitative indicators.

СОЦІАЛЬНО-ЕКОНОМІЧНІ ФАКТОРИ СТВОРЕННЯ ОБ’ЄДНАНИХ ТЕРИТОРІАЛЬНИХ ГРОМАД В УКРАЇНІ

Реформа децентралізації та процес формування спроможних територіальних громад є пріоритетним завданням уряду України. Реформа має на меті сформувати дієву систему місцевого самоврядування задля створення якісного середовища для життя людей, підвищення якості надання муніципальних послуг та забезпечення сталого розвитку регіонів. Реформа базується на європейських принципах організації місцевого самоврядування, що зумовило добровільний характер об’єднання територіальних громад. Було проведено значну підготовчу роботу з впровадження реформи, зокрема затверджено методику формування спроможних громад, що визначала, які соціально-економічні фактори слід ураховувати при ухваленні рішень про добровільне об’єднання та розробленні перспективних планів. Проте результати реформи станом на серпень 2018 року були не досить задовільними: було створено 753 об’єднані територіальні громади, які об’єднали 3 492 окремі місцеві спільноти, хоча відповідно до перспективних планів, затверджених Урядом для 23 областей, 7 913 наявних громад мали утворити 1 206 об’єднаних територіальних громад. Наше дослідження присвячено аналізові процесу добровільного об’єднання територіальних громад у контексті реалізації реформи децентралізації в Україні та виявленню соціально-економічних факторів, що цьому сприяють.
 У дослідженні було проведено факторний аналіз процесу добровільного об’єднання територіальних громад в Україні в період 2014—2017 рр., на підставі якого визначено соціально-економічні фактори, що є значущими при ухваленні громадами рішення про добровільне об’єднання. Дослідження проводилось за допомогою методу кореляційно-регресійного аналізу зі застосуванням програмного комплексу STATA, було оцінено вплив 24 демографічні та соціально-економічні фактори. Результати дослідження статистичних характеристик економетричних залежностей виявили, що такими факторами є: середній розмір площі землі одного домогосподарства; частка об’єднаних територіальних громад, створених у попередньому році; розмір паїв землі в одному домогосподарстві (своїх та орендованих) і розмір рівня прибутку фермерських господарств у районі.

Measuring The quality of services provided to Customers in Jeddah Municipality: قياس جودة الخِدْمات المُقدَّمة للمُراجعين في أمانة مُحافظة جِدَّة

The study aimed to measuring the quality of the services provided by the secretariat of Jeddah's Governate using the gap between perceptions and expectations (SERVQUAL). The descriptive (analytical) approach was used, to achieve the objectives of the study; data were collected using a questionnaire consisting of five main dimensions (concrete, reliability, response, assurance, empathy), the community of the study consists of the reviewers of the Secretariat of Jeddah, where the study was applied to a randomly selected sample, and questionnaires were distributed to them with a total of (325) questionnaires valid for analysis. The results of the study showed that there is a gap in the quality of services provided by the Secretariat of Jeddah, since the actual quality of service is below the expected quality level. There are also statistically significant differences between opinions of the sample members on the quality of services expected and actual in each dimension (reliability, response, assurance, empathy), as well as the overall degree of quality of services expected and actual according to gender variable. In the light of the findings, the study reached recommendations based on the (SERVQUAL) scale; the most important of them was the promotion of the focusing culture on reviewers through the attention of the complaints, the identification of their desires and determine them periodically through the process of continuous evaluation; to ensure improvement of the quality of municipal services.

ASSESSING THE NEED AND CONSEQUENCES OF TERRITORIAL TRANSFORMATION OF RURAL SETTLEMENTS FROM THE PERSPECTIVE OF PROVIDING MUNICIPAL SERVICES

The issues of transformation of municipal formations from the standpoint of quality and accessibility of municipal services have been considered. The study on the example of the unification of rural settlements of the Republic of Bashkortostan has been carried out. It has been analysed whether the unification of municipal formations will affect the provision of social services by municipal institutions. It has been established that the enlargement of rural settlements will slightly affect the accessibility of municipal services provided by municipal institutions. The need and consequences of the unification of municipal formations from the point of view of the financial capabilities of local governments to tackle issues of local importance also have been assessed. It has been determined that the unification of rural settlements can to some extent solve the problem of reducing administrative costs and increasing the financing of other issues of local importance. However, the solution of the problems of accessibility and quality of municipal services should be implemented not only by administrative methods through the enlargement of municipalities, but also using the tools of inter-municipal cooperation.

The Roots of the Grass: Patterns of Grassroots Urban Mobilization in Russia

Based on the analysis of over 500 cases of grassroots mobilization in Russian cities in 2012–2014, the author analyzes basic characteristics of urban protests and their patterns. The data demonstrate that mobilization against construction projects is the most frequent one, followed by the protests against the demolition of the recreational areas, insufficient quality of municipal services, and degradation of transport infrastructure. Also of high visibility are protests of evicted citizens and hoodwinked house investors. Citizens experience all types of the problems related to the urban development and governances regardless of the type of the city. However, mobilization in metropolitan areas is more intensive and diversified, while protests in the smaller cities tend to be more direct in repertoire and particularistic in demands. The study shows that grassroots urban mobilization constitutes a lasting backdrop for urban governance in Russia. Urban dwellers mobilize when public authorities or business encroach upon their living environment, however, they are less able to be proactive and turn protests into sustained collective challenges like campaigns or movements. The results of the study also point to the necessity of developing effective institutions for communications between all stakeholders in the urban governance process.

Predictors of children’s satisfaction with mass housing

ABSTRACTThis article explores the predictors of children’s satisfaction with mass housing, which were built in the context of squatter housing regeneration. The results are based on a survey of 186 nine-to-twelve-year-old children living in four mass housing sites in Ankara, Turkey. They show the specific features of the dwelling and neighborhood that were critical in predicting children’s residential satisfaction: dwelling location and size; appearance of interior design elements provided by the authority; views from the windows; proximity, quality and quantity of public open spaces; quantity of greenery; building types in the mass housing estate; external appearance of buildings in the neighborhood; safety of street crossings; the continuity, width and comfort of sidewalks; the quality of municipal services; and the number of liked people in the neighborhood. These findings are important as they help planners and designers to consider and incorporate components that contribute to an improved residential satisfaction among children.

Participation of interest groups at the local level: can inter-municipal cooperation become democratic?

The article focuses on the question of whether the inter-municipal cooperation can be analyzed by referring to democratic representation and democratic legitimacy concepts. We focus on the democratic input, output, and throughput legitimacy dimenions that reveal how municipal cooperation arrangements deal with the problems of democratic deficit. The article offers a theoretical discussion on network governance that analyzes different interactions between local actors and emphasizes the forms of decentralization and horizontal cooperation and involvement strategies of various stakeholders. We propose the theoretical model of democratic legitimacy in inter-municipal cooperation that is complemented with the data of a quantitative survey of inter-municipal cooperation motivations and potential conducted in January-May of 2018. The aim of the survey was to investigate the drivers and outcomes of inter-municipal cooperation forms in Lithuanian municipalities; reveal the inter-institutional coordination mechanisms used by different local interest groups; evaluate the distribution of power among cooperative partners in delivering municipal services; assess the role of municipalities and social stakeholders in improving the provision of public services. The results of the structural model show the significant differences in treating the initiatives, motives, and outcomes of collaborative arrangements. The main decision-making power is associated with the municipality bureaucrats and local politicians that use their mandate to foster inter-municipal cooperative initiatives. The internal mutual networks and high level of trust enable the more effective inter-municipal cooperation that is associated with a greater impact on municipal service quality and public interest. [...]

Review of Community Participation and FM Services Contributions Toward Provisioning of Quality Municipal Services in Malaysian Local Authorities

Local authorities’ service delivery in recent times has categorised as a function of multiple players. Connecting with stakeholders such as customers, suppliers, employees, and local communities and their needs in an interactive session or communicative process has been classified as significant for successful Facilities Management (FM) services that bridges gaps that exist between those expectations and service provisioning that meets their wants and specific needs. FM will lead curtail wastage, less downtime and improve the bottom line. Beneficiaries of LAs services need to have a say in the decisions relating to the facilities provided, and if possible to take part in its provisioning or development and to manage it after completion. The methodology adopted in this research is secondary sources of data, were article, textbooks and statutory documents were critically reviewed. This study reviewed the community participation and FM services contributions towards enhancing and provisioning quality municipal services of LAs in Malaysia. This study shows that there are enormous benefits that both the LAs and local communities can achieve when community participation and FM services come together as a factor of service delivery. Service delivery changes have been complemented by improved community participation and FM systems. LAs in Malaysia can be successful in public sector service quality through the adoption of a community participation based on FM services approach. The results of this study shows that local government in Malaysia are yet to attain excellent level in times of community participation and FM service approach for adequate service delivery. A way forward lies on LAs to embrace service delivery best practice through synergy between community participation and FM at local levels, LAs should examine the revenue bases and expenditures of their local authorities, and the extent that their differences affect the capacity of local authorities in providing quality municipal services.

A Review of FM Services for Enhancing and Provisioning of Optimal Quality Municipal Services for Local Government in Malaysia

Facilities Management services are very significant for effective and efficient service delivery. Facilities Management services is not just to optimize running costs of buildings, but to raise efficiency of the management of space and related assets for people and processes, in order that the mission and goals of the organization may be achieved at the best combination of efficiency and cost. This study reviewed the FM Services for the enhancing and provisioning of optimal quality municipal services of local government in Malaysia. This study shows that FM services are paramount for effective service delivery most especially in local government. But FM services are not much recognized in Malaysia which makes many local government service deliveries inefficient. Indeed, in recent years, the series of services covered within the context of facilities management has been visible as more complex, facilities management has turned into the main operational and technical functions of an organisations. Materials and methods were carried out using secondary data and analyses critically to come up with reliable results. A way forward is that local government authorities should embark on using the FM services by employing staffs that are FM professionals in terms of in-house service delivery and outsourcing for the services that are detriment for the development of local communities. FM and community awareness programs in developmental project and in terms of decision making for any services to be rendered to the populace, local authorities should make sufficient fiscal effort to obtain all the resources that are potentially available to them and accountability should be employ for judicious utilization of financial resources. The research concludes by recommending that Malaysian local authorities should be concerned with their main constitutional responsibilities of provisioning of effective and efficient services based on the needs and wants of the local community through FM services.

An Examination of Relationship between Quality Municipal Services and Citizen Satisfaction in Malaysian Local Council, Batu Pahat in Perspective

This study examines the relationships that exist between quality municipal service and citizen satisfaction. This paper is, therefore, an examination of Relationship between quality Municipal Service and citizen satisfaction in Batu Pahat, Malaysia. It argues that the constitutional mandate of local council in terms of “function performance” has not been translated into reality in many occasions. Hypothesis was postulated for the study. The methodology adopted is quantitative in nature, 100 questionnaires were administered and 89 were retrieved. Systematic random sampling technic was used to retrieve the respondents’ responses. This study applies SPSS statistical tests and AMOS version 23 and Structural Equation Modeling (SEM) software was used for further analysis. The relationship between these two constructs was then evaluated. The findings in this paper are that quality municipal services have direct effect on citizen satisfaction. The paper shows that, on average quality municipal service enhanced citizen satisfaction. The paper has developed valid and reliable constructs that can be used to measure the effect of quality municipal services on citizen satisfaction with municipal council service delivery. Thus, the paper concludes and recommends that municipal council must attempt to overcome the challenges that have by-passed their performance. The study recommends that there is needs for local municipal to strategies to makes the local council more robust for enhancing the lives of inhabitants and to foster good relationship between the management and local people in the study area. The study also gives recommendation to municipal council to strategies on other factors to enhance citizen welfare.