CITIZEN SATISFACTION WITH PUBLIC SERVICES IN MOGADISHU MUNICIPALITY
CITIZEN SATISFACTION WITH PUBLIC SERVICES IN MOGADISHU MUNICIPALITY

Summary/Abstract: Public services are essential to human life, and every government is obligated to provide them in order to improve the lives of its citizens. Local government is at the bottom of the governmental hierarchy within the federalist concept. Local authorities are considered the main government agencies closest to people, and their main roles are to provide public goods and services in an administrative capacity and to represent and involve individuals in establishing particular local public needs and how they might be satisfied. In recent years, the use of citizen satisfaction surveys to assess the performance of government services has grown. Therefore, the main objective of this paper is to examine citizen satisfaction with public services in Mogadishu municipality. It focuses on four public services provided by the Mogadishu municipality to measure how satisfied Mogadishu residents are with them. These services include police and fire protection, garbage collection and street maintenance, health care services, and overall services. Primary data was collected from a sample of 154 participants in Mogadishu, using a questionnaire survey. Descriptive analysis was used as a method of data analysis to measure citizen satisfaction with public services provided by the Mogadishu municipality. In general, the research found that Mogadishu residents are dissatisfied with public services in the Mogadishu municipality. The results indicated that residents are absolutely dissatisfied with police protection, garbage collection, street maintenance, and municipal court and land use regulation services. Meanwhile, they do not have significant experience to decide whether they are satisfied or dissatisfied with health care, fire protection, and birth and identity certification services. Finally, the study recommended improving the quality of public services and increasing the number of basic public services provided by the Mogadishu municipality.

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