Evaluating Public Service Delivery using Citizen Satisfaction in the Framework of Sustainable Development Goals

Abstract

Public service delivery is critical in the process of implementation of Sustainable Development Goals (SDGs). Evaluation of service quality can reflect the performance of the government. The paper measures citizen satisfaction of five key public services in the five most populated districts of every province; satisfaction is then linked with urban and rural areas of all four provinces. Problems causing the dissatisfaction among citizens have also been discussed. Factors behind provincial level differences, based on five most populated districts from each district, in the satisfaction have also been thoroughly reviewed; lack of coverage and staff for services has affected less populated districts. Rural-urban divide can be seen from the fact that service quality in the urban areas of the country is better than the rural areas.