| Abstract |
Services providers like local authorities must obtain feedbacks from their
customers or citizens they served in order to stay relevant. The citizens are
becoming very sensitive to poor quality services and this contributed to poor
revenue collections when taxpayers are reluctant to pay and ignore the
payment of annual assessment rates. The Saudi General Satisfaction
Formula (SGSF) is developed to assists local authorities to determine citizen
satisfaction level on rate-related services such as General Purpose, Street
Lighting, Scavenging and Road Maintenance services. The formula is
conceptualized and manipulated from arithmetic average where the sum of
the mean values of rate-related services divided by the total sum of full
satisfaction based on five-band Likert’s scale to give the satisfaction level in
percentage. The formula has been tested on the ground with Mukah and
Dalat District Council and has produced the result. Implementing the formula
saves time and cost compared to similar conventional research. This
innovation helps the local authorities to stay relevant in the new digital
economy era of the Fourth Industrial Revolution, and beyond.
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