Assessing service delivery, user satisfaction, and local governance dynamics: A comprehensive study in Kirtipur Municipality

Abstract

The 2017 local and provincial elections in Nepal marked a pivotal moment, instilling renewed optimism and positivity among the populace. The establishment of seven provinces, 293 municipalities and 460 rural municipalities, was orchestrated to decentralize governance, eliciting expectations for improved efficacy in local service delivery. This study, conducted through field research and utilizing the People Report Card (PRC) methodology in the Kirtipur municipality, investigates the dynamics of service delivery, user satisfaction, and perceptions of local governance. The research results reveal a moderate public perception of local governance, underscoring particular domains that necessitate enhancement to elevate overall satisfaction levels and instill greater confidence among the populace. Authorities are urged to address service- related challenges through targeted interventions, promoting transparency and responsiveness in governance to improve the welfare of the Kirtipur Municipality.