عنوان مقاله [English]
نویسنده [English]چکیده [English]
The gap between supplied services and peopleâs 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 Mashhadâs municipality toward Mashhad citizensâ 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 peopleâs 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