In case municipalities let citizens (as customers) participate in work for new services to co-create value, it will increase their ability to understand the requests and needs of citizens better and better respond to the changed requests. However, it may not be possible to let citizens (as customers) participate in all stages of new service development due to lack of time, sources and reluctance of the citizens to participate. The purpose of this study is to contribute to utilize of the scarce resources such as time and cost to the municipalities by revealing, from the perspective of the citizens (as customers), which dimensions in the new service development process directly affect the satisfaction of the citizens(as customers). The research was conducted between 20 May 2019 - 10 July 2019. The convenience sampling method was used in this study. The research model was tested with structural equation modeling by using Smart PLS. As a result of the research, it was found that citizen (as customer) involvement in strategic planning, idea generation and commercialization dimensions has a significant positive effect on citizens’ (as a customer) satisfaction, while involvement in idea screening, service/process system design, business analyse, pilot run, test marketing, personnel training and cross-functional team formation dimensions do not effect their satisfaction. Because of that results it is offered to the managers of municipalities which aim to ensure citizen satisfaction in the new services they offer should co-create value by involving citizens in the process of developing these services.