Upasana Gangopadhyay

UM4050

This study investigates citizen satisfaction with municipal services in 30 small cities across Gujarat, focusing on five core areas: water supply, sewerage, solid waste management, road maintenance, and streetlights. Using a structured survey based on the SERVQUAL framework and tools like the Net Promoter Score and Demanding Index, the research highlights the gap between service delivery and citizen expectations. It emphasizes the need for citizen-centric evaluation, especially in smaller urban centers often excluded from mainstream urban policy. The findings aim to inform more responsive, inclusive, and performance-driven local governance models.