Abstract
City Corporations, which are crucial in defining the urban environment, have a significant impact on the quality of life of their residents. Hence, this study aims to explore citizens’ assessment and satisfaction with the different services provided by Mymensingh City Corporation. Employing an exploratory research approach, the study gathers quantitative data through surveys. The findings of the study revealed that 24% of participants strongly agreed that the Mymensingh City Corporation upholds the Citizen Charter while providing services, 38% were satisfied with the MCC’s present services, 12% claimed to have participated in the MCC decision-making process, 22% concurred that the MCC demonstrates an adequate level of transparency and accountability in its operations, 24% were satisfied with the MCC’s efforts to preserve public safety and civil defense, and 38% said that the MCC had done a good job of upholding urban planning. These statistics clearly indicate that MCC has enough scope to improve its overall performance regarding enhancing citizen satisfaction. Since the survey was conducted during the pandemic, it has restricted gathering data from an adequate number of respondents. However, there is a scope for further research by applying a mixed method with a large sample size. Finally, necessary policy recommendations have been discussed in the study that may improve the performance of the MCC.
Keywords: citizens’ assessment, municipal services, citizen charter, urban planning, accountability and transparency, Bangladesh
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