Asma Khan Kakar

Background: While studies have been carried out to evaluate the level of citizen satisfaction with municipal services, no evaluation of the results of these studies has been done. Objectives: To investigate citizen satisfaction with municipal services globally, this review was conducted. Methodology: This study made use of meta-analysis. For the literature review, papers indexed in the Web of Science (WoS) and Scopus were searched using the following keywords: ‘municipal services', 'citizen satisfaction', and citizen satisfaction with municipal services'. During the keyword search, 60 English-language articles were chosen for review based on their relevance and importance. Finally, a review analysis was done to obtain results. Results: The results revealed that the level of citizen satisfaction with municipal services varies among countries, contingent upon the quality of the services provided. The study also indicated that while municipalities generally provide adequate urban services, there is still room for improvement. The findings also showed that socio-demographic characteristics, quality of service, and institutional performance collectively impact citizen satisfaction. Conclusion: This review concludes that citizens' expectations can be met through improved service quality. Balancing the performance of municipalities within the country involves providing better services in rural areas as well, ensuring a more equitable distribution of services.

Background: Assessing municipal solid waste management systems is crucial for improving the quality of waste disposal services in urban areas. Objectives: The main objective of this study is to assess the operational capacities and challenges of Metropolitan Corporation Quetta in managing municipal solid waste (MSW). Methodology: Applying a mixed-method approach, this study used a case study research design. The primary data was collected through semi-structured interviews from the selected six key informants and official data on waste management services. The findings showed that MCQ's waste lifting capacity for 2020-21 and 2021-22 were 256523 tons and 259350 tons, respectively. The average daily waste lifting capacity in 2020-21 was 657.75 tons, while in 2021-22, it increased to 665.00 tons. Results: The findings also revealed that the amount of waste generated in Quetta is estimated at 1500 tons a day, of which almost 50% is disposed of daily. MCQ has 231 vehicles for solid waste management. Of the total human resource capacity i.e., 2595, 1600 work on daily wages. MCQ needs more funds, machinery, and vehicles. The findings of the study concluded that the Metropolitan Corporation Quetta needs more operating capability due to inconsistent and insufficient funding availability, a lack of machinery and vehicles, and a shortage of human resources. The MCQ has successfully disposed of about half (50%) of all the waste generated daily. Conclusion: This study suggests a dire need for enhancing the operational capability of MCQ through allocating sufficient finances, equipment and machinery, and adequate human resources for an improved and sustainable solid waste management system in Quetta.