Increasing citizen satisfaction with municipal services: the function of intangible factors

This study explores the intangible factors that influence citizens’ satisfaction from municipality services. Three factors are considered: place attachment, quality of life, and relationship between the municipality and citizens. The study is based on a qualitative and a quantitative analysis. A conceptual framework is formulated using Structural Equation Modeling (SEM). The originality of this study lies in two findings: First, objective tangible factors are not sufficient to develop citizens’ satisfaction from the municipality services. There is a necessity to cultivate a mutual relationship between the municipality and its citizens. Second, the quality of life can influence satisfaction from the services and not vice versa, as assumed in previous research.