Valoración de los factores determinantes de la calidad del servicio público localun análisis de la percepción de los ciudadanos y sus repercusiones sobre la satisfacción y credibilidad
- Gutiérrez Rodríguez, Pablo
- Vázquez Burguete, J. L.
- Cuesta Valiño, Pedro
ISSN: 0121-5051
Any de publicació: 2010
Volum: 20
Número: 36
Pàgines: 139-156
Tipus: Article
Altres publicacions en: Innovar: revista de ciencias administrativas y sociales
Resum
The search for factors that determine the quality of public services facilitates provision of those services to the citizenry, when and where they need them. This work aims to contribute to improving the relationships between small local public administrations and citizens through analysis of the relation between quality and satisfaction, in addition to examining how they are related to the credibility that the users of these services perceive in those institutions. Using opinions expressed by citizens, the results obtained allow us to propose a series or public policies and proposals to improve the quality of services of administrations that have a direct impact on satisfaction and credibility.