Service Delivery and the Pulse of Citizen Satisfaction in Urban Governance of Bangladesh

This book offers a comparative analysis of municipal service delivery in four major Bangladeshi cities: Dhaka, Chittagong, Khulna, and Rajshahi. Using the SERVQUAL model, it evaluates service quality through five dimensions—Tangibles, Reliability, Responsiveness, Assurance, and Empathy—providing a detailed understanding of citizen satisfaction in varied urban settings. The book’s strength lies in its comparative framework, which examines the distinct challenges and governance structures of each