Satisfaction Level of Utility Services in Dhaka City: Water, Sanitation, Electricity and Waste Management

Public utility is generally defined as businesses or services which provides everyday necessity to the public and generally includes water, sanitation, electricity, gas, sewage, telephone, and so on. The services are termed as “merit goods’, which means that they may be undersupplied if provided by the market. Bangladesh has been experiencing a remarkable level of urbanization with an urban population exceeding 46 million and an average population growth of 1.84%, according to the Bangladesh Bureau of Statistics. The population of Dhaka city has already exceeded 13 million. With the current rate of urbanization, managing public service delivery has become one of the key challenges faced by city administrators. Against this backdrop, the Institute of Governance Studies (IGS), completed a comprehensive study on ‘urban governance of Dhaka’ focusing on different aspects of urban governance namely history, political economy, politics, transport, and service delivery. As part of the service delivery chapter, a citywide survey was conducted among Dhaka dwellers which focused on different indicators of service delivery like availability, accessibility, quality, reliability, and satisfaction from the users’ perspectives.

Authors: Islam, M. Shahidul; Khan, Mohammad Nasir Uddin; Aziz, Syeda Salina
Type: Working Paper
Year: 2012