Dhaka, a city of over 12.6 million, faces stark contrasts between wealth and poverty. The Dhaka City Corporation (DCC) bears the challenge of serving all citizens, including 1.06 million slum dwellers living in precarious conditions Despite the principle of equal access to services, DCC struggles to fulfill its obligations due to systemic and administrative barriers. Previous studies highlight these shortcomings but rarely include the voices of slum residents themselves. This study addresses that gap, focusing on three areas: the impact of service quality dimensions on perceptions, the moderating role of administration, and the gap between expected and perceived services. Data from 222 residents across six major slums were analyzed using the SERVQUAL model. Findings show strong links between perceived quality and tangibles, reliability, responsiveness, and empathy, but not assurance. The research broadens SERVQUAL’S relevance to public services, contributing to debates on governance, equity, and the rights of the urban poor.
