The Transformation of Municipal Services: towards Quality in the Public Sector

Pablo Gutiérrez Rodríguez · J. L. Vázquez Burguete · R. N. Vaughan

17 citations0/0 files storedRePEc: Research Papers in Economics

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Public Policy and Administration Research E-Government and Public Services Public Administration in Developing Nations

Abstract

The development of the public service modernization seeks to facilitate services delivery to citizens, when and where they need them. For it, management and utilization of service quality have special relevancy. In this paper, we are trying to contribute for improving the relations between the small public local administrations and citizens across analysis of the link between quality and satisfaction, beside of analyzing how they relate to citizen’s credibility on institutions. By means of opinions spilt by citizens, obtained results allow us to raise a series of public policies and offers for the improvement of administration service quality, which end up as directly satisfaction and credibility.

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References

1981Evaluating Structural Equation Models with Unobservable Variables and Measurement Error 1951Coefficient Alpha and the Internal Structure of Tests 1985A Conceptual Model of Service Quality and Its Implications for Future Research 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality 1988Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence 1979A Paradigm for Developing Better Measures of Marketing Constructs 1993Conceptualizing, Measuring, and Managing Customer-Based Brand Equity 1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions

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2019Business intelligence addressing service quality for big data analytics in public sector 2020Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling 2009Marketing of Local Public Services Under the Reduction of Administrative Expenditures

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