The provision of urban service and citizens’ satisfaction is an important key issue in urban planning. Importance-performance analysis (IPA) is an effective and widely applicable technique to explore consumer’s satisfaction. IPA helps to prioritize the management strategies for urban services using the IPA. Purpose of the present study is to assess the performance of urban services and citizen’s satisfaction level of Panskura municipality using IPA models and improvement index. A total of 629 valid household responses are collected with the help of the door-to-door primary survey technique. The study reveals that all the selected seven urban services have significant importance-performance gap except water supply. Residents of the Panskura municipality are very much satisfied with the water supply service because of the very minimum improvement score. The combined result of IPA matrices and improvement index suggests residents are dissatisfied to a great extent with the performance of four urban services, i.e. health, economy, transportation and sanitation. These urban services require a problem-solving urgent action for restoration of the performance status. The improvement and prioritization of urban service are also required to fulfil the demand of target groups.