The Impact of Social Media on Citizens Satisfaction with Municipalities Performance (Case of study: Shiraz Rail Transport Organization)

This study is a step towards providing services to government organizations through social media and measuring its impact on citizen satisfaction. Rail Transport Organization, as a service organization under the municipality, always in order to better manage affairs, seeks to meet the expectations and needs of its passengers. By facilitating communication with citizens and increasing its speed and effectiveness, social media provides the basis for improving performance and innovation in service delivery, as well as gaining more satisfaction, Because the key to the success of any public and private organization is to satisfy and gain the trust of citizens and customers, as a key factor. In this research, which is a kind of applied survey, we found some factors that cause citizens to double use of Analyze and review social media services, as well as identify and prioritize citizens' expectations of the Shiraz city train, and assess the impact of social media on their satisfaction. For this purpose, by selecting the citizens of Shiraz, as a statistical population and sample size, which includes 384 passengers using the subway, and by library research and distribution of questionnaires and using reasoned statistical methods (regression and correlation) to analyze and review the results The results show that there is a direct relationship between independent and dependent variables of the research. The results show that recognizing and meeting the expectations of citizens as well as using, increasing the quality, scope and up-to-dateness of social media services is an urgent need of citizens. And is effective in citizens' satisfaction.