Assessment of satisfaction with the quality of urban management services in marginalized ( KARAJ OF ISLAMABAD )

Therefore, the purpose of this study was to evaluate the quality of urban management services in Urban Texture using the SERVQUAL model and seek to answer these questions whether the performance of urban management in a limited study based on the SERVQUAL model in the form of five dimensions of sensitivity, Confidence, trust, accountability and empathy have been successful? . In order to measure the reliability of the questionnaires, the CRONBACH alpha coefficient was used which was calculated by the SPSS software (0.72) which shows the validity and reliability of the questionnaires. By nonparametric tests WILCOXON, Friedman, test T is also used in statistical ANALYZES.THE results of the study showed that there is a significant difference between the level of satisfaction of the subjects with individual characteristics, and this fact has had a significant effect on their satisfaction with the quality of urban services. dimension (33.3) indicates that citizens have no easy access to urban management for the transfer of their opinions and suggestions and criticisms of various developmental, social and economic issues at the level of urban neighborhoods, and in the dimensions of the guarantee It involves the creation of confidence among citizens, the expectations of citizens are less fulfilled, and the impact of these probable factors is clearly evident in the gap between expectations of respondents' perceptions