Document Type : Original Article

Authors

• sepideh moazen ¹
• Pejman Salehi ²
• mohamad ahmadiyan ¹

¹ Faculty of Management, Department of Public Administration, Islamic Azad University, South Tehran Branch, Tehran, Iran

² Department of Management, South Tehran Branch, Islamic Azad University, Tehran, Iran

Abstract

Today, the survival of organizations largely depends on customer satisfaction. In other words, improving customer service and increasing satisfaction enable an organization to progress. There are fundamental differences among customers; customers themselves are divided into various groups, each with different processes, needs, and requirements. However, in general, the customer is the key to an organization’s survival. Despite the importance of citizens’ rights as a key indicator of development and democracy, evidence suggests that in Iran, particularly in urban management, there is still no integrated, indigenous, and practical model for the operational realization of citizens’ rights. This study sought to identify the essential components for ensuring citizens’ rights in the Tehran Municipality. The research is applied in purpose and qualitative in data collection methodology. The results showed that the model for ensuring citizens’ rights in the Tehran Municipality comprises 6 overarching themes, 21 basic themes, and 72 thematic codes. Based on the results of the thematic analysis, the main dimensions of the model for ensuring citizens’ rights in the Tehran Municipality include: 1) Level of awareness of citizens’ rights, 2) Behavior and experience, 3) Implementation of policies and citizens’ rights, 4) Organizational structure, 5) Behaviors and interactions, 6) Monitoring and evaluation mechanisms, and 7) Follow-up strategies.

Keywords

• Citizenship rights
• Municipality
• Administrative system
• Providing a model