Measuring the Satisfaction Citizen of the Service Quality in Municipal Jenin Area in Palestine

This study aims at measuring the level of municipal services quality and citizen’s satisfaction
in Jenin Area. Obviously, the study problem shows that the citizens are not satisfied with the current services
quality offered by the municipalities in the Governorate of Jenin. Hence, this paper is considered as a basestone for the municipalities of Jenin area in which academic researchers at institutes and universities can get
use of its findings and recommendations. The study population comprises citizens who reside in Jenin area.
Whereas, the study sample is made up of (400) respondents of the surveyed municipalities. The study findings
reveal that the citizens are satisfied with the Service Quality offered by the municipalities in Jenin area. The
findings also show that citizens' evaluation of the quality of the municipal services is positive for each of the
five dimensions of Service Quality (tangibles, assurance, responsiveness, reliability, empathy). As a
consequence, the aforementioned findings of this paper come up with a number of recommendations.
However, the most significant recommendation states that the municipalities in Jenin area should adopt the
findings of this paper especially the positive evaluation of the Service Quality. This positive evaluation reflects
the satisfaction of the citizens, which leads the working municipalities in Jenin area to offer better services