Rapid urban population growth stimulates the challenges of city government authorities in providing the municipal services adequately considering the citizen’s demand. While the gap persists between the service provision and citizen’s perception on it, the quality of life of cities may deteriorate due to psychological dissatisfaction of dwellers with urban services. Hence the evaluation of the urban service quality from the citizen’s perspective and accordingly addressing the gap is necessary for sustainable urban management. This study shows a common framework incorporating SERVQUAL, Analytical Hierarchy Process (AHP) and Citizen’s Score Card to define the quality of municipal services spatially and functionally based on the satisfaction of citizens. The items under the dimensions of SERVQUAL and the weightages of each dimension were set through literature review and expert opinion. Dhaka, the only megacity of Bangladesh is experiencing an impetuous growth towards its northern portion and Dhaka North City Corporation (DNCC) is the responsible authority to supply the municipal facilities within this area. Nine residential neighborhoods having homogeneous characteristics in terms of population density, residential land use, built up area and income level within the jurisdictional area of DNCC were selected to collect the data. The data were collected through household questionnaire survey using stratified random sampling technique where people responded for each SERVQUAL questions and scored the facilities provided by the DNCC. The result shows citizens are moderately satisfied (63.3%) with municipal services aggregately. To meet the demand of dwellers, the city government authority should be more functional, reliable and participatory and be equipped with qualified manpower and facilities. Despite the locational characteristics are uniform among the case areas, Ward 3, Ward 4 and Ward 31 are in unprivileged state in terms of municipal services. The facilities of public toilet, parking and disaster management activities performed by DNCC are commonly in unsatisfactory state in all areas that require special attention from the authority. Based on the findings, it could be stated that where the city government authority is roughly unsusceptible to meet the demand of the existing population, the enormous population growth within urban areas could affect the life quality poorly. Therefore this paper would fetch a course where the deficiency on urban services would be evaluated under a common arena considering the psychological aspect of citizen, thereby priority interventions could be ascertained for enhancing the life quality of urban areas.

城市人口的快速增长刺激了市政府当局在充分考虑公民需求的情况下提供市政服务的挑战。虽然服务提供与市民的认知之间存在差距，但由于居民对城市服务的心理不满，城市生活质量可能会下降。因此，从市民的角度评估城市服务质量并相应地解决差距对于可持续的城市管理是必要的。本研究展示了一个包含 SERVQUAL、层次分析法 (AHP) 和公民记分卡的通用框架，以根据公民的满意度在空间和功能上定义市政服务质量。SERVQUAL维度下的条目和各维度的权重是通过文献查阅和专家意见设定的。达卡是孟加拉国唯一的特大城市，其北部地区正在快速发展，达卡北部城市公司 (DNCC) 是负责供应该地区市政设施的机构。选取DNCC辖区内9个在人口密度、居住用地、建成区面积、收入水平等方面具有同质化特征的居住小区进行数据采集。数据是通过使用分层随机抽样技术的家庭问卷调查收集的，人们对每个 SERVQUAL 问题做出回答，并对 DNCC 提供的设施进行评分。结果显示市民一般满意（63. 3%) 与市政服务合计。为满足居民的需求，市政府机关应更加实用、可靠和参与，并配备合格的人力和设施。尽管个案区域的区位特征是一致的，但在市政服务方面，3、4 和 31 区处于非特权状态。DNCC 开展的公共厕所、停车场和灾害管理活动的设施在所有需要当局特别关注的领域普遍处于不令人满意的状态。根据调查结果，可以说，在城市政府当局大致无法满足现有人口需求的情况下，城市地区人口的巨大增长可能会严重影响生活质量。