ionship with the level of satisfaction with municipal services. In the institutional performance, cost of services has revealed negative correlation, .i.e. more costly the services lesser is the extent of satisfaction. Within socioeconomic background, the level of education has significant but inverse impact on level of satisfaction i.e. higher the level of education lower is the level of satisfaction with municipal services. While the other identity based variables like gender, economic class and family size are less significant. The concluding remark is that citizen‟s charter is not a myth for improving the service quality at the local level rather it is a realistic approach to improve the quality, efficiency, and productivity of municipal service provisions.
Key words: Citizen‟s Charter, Local Governance, Municipal Services, Institutional Trust, Institutional Performance, New Public Management V
Table of Contents
Acknowledgement ................................................................................................................... III
Abstract .................................................................................................................................. IV
Table of Contents ...................................................................................................................... V
List of Figures ....................................................................................................................... VIII
List of Tables ........................................................................................................................ VIII
List of Boxes ......................................................................................................................... VIII
List of Abbreviations ............................................................................................................... IX
Chapter One ............................................................................................................................... 1
Introduction ............................................................................................................................... 1
1.0 Introduction .......................................................................................................................... 1
1.2 Background of the Study ..................................................................................................... 2
1.3 CC Initiatives in International Perspectives ......................................................................... 4
1.4 Statement of the Problem ..................................................................................................... 6
1.5 Objectives of the Study ........................................................................................................ 7
1.6 Significance of the Study ..................................................................................................... 7
1.7 Overview of the Methodology ............................................................................................. 8
1.8 Organization of the Thesis ................................................................................................... 8
1.9 Conclusion ........................................................................................................................... 9
Chapter
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