Analysis of the relationship between the dimensions of service quality and beneficiary satisfaction: a case study of municipal services in the city of Mosul

Abstract

       The current study sought to shed light on the variables of service quality and beneficiary satisfaction, given their significant importance to organizations and beneficiaries alike. This study stems from the importance of municipal services to citizens' daily lives and the need to improve them to meet the aspirations of the population. The Mosul Municipality was chosen as the applied study area due to its significant service offering and the fact that it has faced numerous challenges after periods of service decline. The researcher adopted the descriptive-analytical approach in the research methodology. The study included two variables: the independent variable, service quality, and the dependent variable, beneficiary satisfaction. The study aims to diagnose and analyze the nature of the correlation and impact between service quality and beneficiary satisfaction. The hypotheses were tested using statistical methods for the data obtained through the electronic questionnaire form, which was the main tool for collecting data related to the field aspect of the researched individuals. A random sample of citizens was tested within the borders of the Mosul municipality, and the number of approved questionnaires reached (1578) respondents. A set of statistical tools and methods were adopted for processing and analyzing the data, and the statistical program (SPSS) was used.