A Comparative Analysis of Service Quality Gaps and Citizen Expectations: Evidence from Different Municipal Districts of Gilan Province

Abstract

The pursuit of excellence in urban governance necessitates a rigorous evaluation of service delivery mechanisms within local government frameworks. This study investigates the multidimensional nature of service quality gaps across diverse municipal districts in Gilan Province, Northern Iran, utilizing an adapted SERVQUAL methodology. By analyzing the discrepancy between citizen expectations and their perceptions of actual performance, the research identifies critical areas requiring strategic intervention. Data were collected in 2025 through a structured questionnaire administered to a stratified sample of 1,200 residents across various districts characterized by differing socio-economic profiles. The findings reveal significant disparities in service quality dimensions—tangibles, reliability, responsiveness, assurance, and empathy—indicating that geographical and administrative factors heavily influence citizen satisfaction. Specifically, districts with higher population density and aging infrastructure exhibit wider quality gaps, whereas newly developed administrative zones show higher levels of perceived efficiency despite rising expectations. This paper provides a comprehensive theoretical and empirical framework for municipal authorities to optimize resource allocation and enhance public trust through evidence-based policy adjustments.