A B S T R A C T
In the big cities of the world, the demand and expectation of citizens to receive quality public services from municipalities is increasing, and in this direction, if institutions cannot provide effective services for citizens, it will cause dissatisfaction and other problems. In this regard, the present study, which is descriptive-analytical and practical, tried to measure the opinion of Ardabil citizens about the level of satisfaction with urban services. The statistical population was the citizens of the urban areas of Ardabil, and the number of 383 people was determined as a statistical sample through the Cochran formula. To measure the number of 12 indicators, 36 questions were prepared in the form of a Likert scale randomly classified and provided to the statistical sample for completion. After collecting the questionnaire, data analysis was done using SPSS and VIKOR analysis methods. The findings showed that citizens' satisfaction with the quality of urban services in Ardabil was slightly lower than the average value (Q 0.5573). Moreover, the result is that in Ardabil, the level of the citizens' needs is considered the determining factor of the quality.
Extended Abstract
Introduction
The efficiency of any urban area depends on the efficient public services the municipalities provide. Knowing the needs of citizens, their problems, and urgent needs, they provide high-quality services. Because the quality of services leads to the satisfaction of citizens, it is very important to regularly conduct polls, evaluate the level of citizen satisfaction, and strengthen trust between citizens for the continuous improvement of urban services. In this regard, the main questions of the research are:
 -What is the trend of satisfaction level of citizens of urban areas with the quality of public services? -To what extent has Ardabil municipality been able to satisfy the citizens through public services?
 
Methodology
The current research was conducted to measure citizens' satisfaction with the quality of urban public services. In terms of its descriptive-analytical nature is of a practical purpose, and the tool for collecting field information was a questionnaire. For this, 12 indicators were extracted from the theoretical foundations and research background. For each index, 3 research questions and a total of 36 questions were designed and formulated using a Likert scale (1=very low, 2=low, 3=moderate, 4=high, and 5=high). The statistical population consisted of the citizens of Ardabil, with a population of 529,374 people. Based on Cochran's calculation formula, the number of 383 people was obtained for the statistical sample. Now, the share of the statistical sample of each urban area was determined according to the percentage of relative frequency calculation. Also, when questioning age groups over 18 years old, women and men were taken into account in equal proportions and with different educations and social and economic bases. After collecting the data, the preference questionnaire, also known as the Expert Questionnaire, was scored by experts and university professors (10 people using the snowball method), and then the obtained data was entered into the SPSS environment. Using VIKOR's analysis method and its process, the five areas of Ardabil city were ranked according to the degree of agreement with urban satisfaction indicators and finally presented through ARC GIS.
 
 
Results and discussion
Common urban services are mainly services that residents need to carry out their daily activities, and quality should be considered in public services. It means the sum of services that make up the perceived quality of a comfortable and safe city. The findings of this research showed that the level of satisfaction with urban services in the urban areas of Ardabil (Q. 0.5573) is slightly lower than the average. The value of Q showed that Region 1 ranked 1, Region 3 ranked 2, Region 2 ranked 3, Region 5 ranked 4, and Region 4 ranked 5. There is a sudden gap in urban services between Region 1 and Regions 2 and 3. There was also a wide gap in the service level between Regions 1, 2, and 3 and Regions 4 and 5, and these two regions were unacceptable.
 
Conclusion
Based on the results, Ardabil's urban areas differ in service quality. The main factor of this distinction should be sought in the document theory, except for Region 1, which is located in the Center of the city and is in a Stable state in terms of Demographic conditions, physical structure, and the like. All other regions have surrounding areas and annexed villages, and their population is constantly developing and increasing, which has robbed the city managers of the opportunity to provide quality services. Therefore, in the city of Ardabil, the level of the needs of the citizens is considered to be the determining factor of the quality.
 
Funding
There is no funding support.
 
Authors’ Contribution
Authors contributed equally to the conceptualization and writing of the article. All of the authors approved thecontent of the manuscript and agreed on all aspects of the work declaration of competing interest none.
 
Conflict of Interest
Authors declared no conflict of interest.
 
Acknowledgments
 We are grateful to all the scientific consultants of this paper.