Determine the Quality Gap in the Services Provided by the Municipality (Case Study: Mashhad)

The gap between supplied services and people’s expectations is a fundamental problem upon the connection between municipality and citizens. The main objective of this research is to survey the synchronization measure of supplied services by Mashhad’s municipality toward Mashhad citizens’ expectations. Descriptive and Analytical Methods are implemented in this research. Chosen Sample contains 724 of Mashhad citizens; their views are asked in five levels: Tangibles، Assurances، Reliability، Responsibility، and empathy. Collected data were analyzed using the SPSS software. The results show that there is a gap between supplied services and people’s expectations. The most gap refers to empathy (-1. 65) and the least gap refers to physical (-1. 44). Really، in all aspects a meaningful difference can be seen between facts and expectations (P-0. 000). Whereas the citizens who enjoy a higher literacy and income، they have evaluated the services gap more that the others (P<0. 01). For this reason، it is suggested moreover to regard major and long-termed policies، improve in staff’s training and skills، services supplier factors، and devote more credit to prioritized services in order to improve services quality