Developing a model for citizens’ satisfaction with public sector services based on rough sets theory: a case study of Tehran municipality

摘要

Developing a model for citizens’ satisfaction with public services is one of the effective factors for improvement of service quality. In recent years, many studies have been carried out to identify a model for citizens’ satisfaction with public sector services. In the structure of the presented models in the literature, one of the most important issues regarding organizations giving public services is identification of service scopes that have the most impact on citizens’ satisfaction. This paper aims to develop a model to identify citizens’ satisfaction status with public services. To do so, first, key factors influencing citizens’ satisfaction with public services are identified using the rough sets theory. Then, the citizens’ satisfaction tree is presented according to the identified key factors. As a case study, citizens’ satisfaction model with services of Tehran municipality, one of the biggest Iranian public organizations, is evaluated. Finally, the citizens’ satisfaction tree with municipality services is presented.