Identifying the level of service receiver satisfaction using the time, cost, and visit model: A case study of the citizen's charter of Mymensingh City Corporation

Abstract

Citizen satisfaction with service delivery is a crucial indicator of how much citizens trust and have confidence in their local government. In reality, a citizens' charter is the agreement between residents and a government service provider regarding the amount and quality of service. The purpose of the study is to assess the satisfaction of service recipients based on the time, cost, and visit model. This research develops the TCV (time, cost, and visit) model utilised by a2i (Aspire to Innovate) to determine the satisfaction of Mymensingh City Corporation service recipients in compliance with the citizen charter. This study employs a quantitative technique based on the opinions of one hundred survey respondents from Mymensingh City Corporation. First, the research revealed that the degree of customer satisfaction with City Corporation is poor. Second, the public responsiveness variable, which includes the time, cost, and frequency of service visits with city corporations, has the significant impact on satisfaction differences among citizens. Thirdly, the majority of respondents perceive they are not receiving services in accordance with the Citizen Charter. In such a case, the government may need to examine the matter in greater detail and devise measures to improve service quality via CC. This may necessitate periodic revisions of the Citizen Charter in response to changing citizen demands, the dissemination of information about the Charter to those who benefit from it, and in-depth explanation of the Charter on the City Corporation's website.