MEASURING CITIZEN SATISFACTION WITH PERFORMANCE OF COUNCILORS IN MAIRI KUWAIT, MAIDUGURI METROPOLITAN COUNCIL, BORNO STATE

This study examines citizen satisfaction with the performance of councilors in Mairi Kuwait, with particular focus on awareness of councilor roles, levels of satisfaction, factors influencing satisfaction, and strategies for improving performance. The study was motivated by growing public concerns regarding the effectiveness, transparency, and responsiveness of local government representatives in grassroots governance. A descriptive survey research design was adopted, and data were collected using a structured questionnaire administered to residents of Mairi Kuwait. The sample was selected through a simple random sampling technique, and data were analyzed using frequency counts, percentages, and mean scores. The study was anchored on the Public Service Motivation (PSM) Theory and the Expectancy-Disconfirmation Theory, which guided the interpretation of citizen satisfaction outcomes. Findings revealed that while citizens possess moderate to high awareness of the responsibilities of councilors, their overall satisfaction with councilor performance is generally low. Major barriers to satisfaction included corruption, lack of transparency, poor communication, and inadequate community engagement. Conversely, visible developmental projects, prompt response to citizen needs, and regular feedback mechanisms were identified as major motivators of satisfaction. The study further showed that political affiliation, past experiences with government, and media reports significantly shaped citizens’ perceptions of councilors. The study concludes that the performance of councilors in Mairi Kuwait does not fully meet citizen expectations, leading to widespread dissatisfaction. It recommends greater transparency, stronger citizen–councilor communication, improved accountability systems, enhanced participatory governance, and routine performance evaluations. The research contributes to existing knowledge by providing empirical evidence on grassroots governance perception in Borno State and suggests areas for further research.