The role of the Kano model in determining customer satisfaction with quality of service provided- Applied research in the Municipality of Dora

Abstract

The research aims to identifying the requirements that play a key role in the assessment of the citizens of the services provided within the municipality of Dora, as well as determining the level of satisfaction or dissatisfaction in the services provided, A random sample was chosen with (15) residential areas within the scope of the municipality's work out of (30). the research concluded that the classification of citizens' requirements was limited to (basic, performance and attractive) according to the type of municipal service and the requirement (Not allowing the use of sidewalks for commercial and personal purposes) obtained the highest value of the index of satisfaction coefficient towards the municipality in the case of fulfillment. The requirement (limiting the use of agricultural land for residential purposes and taking action against them) obtained the highest value of the index of dissatisfaction with the municipality in case of non-fulfillment. The basic requirements of the citizen are not provide with high quality. The research recommended providing basic services with quality, identifying quick and modern methods for communicating complaints, raising awareness in the media and training municipal staff.