Portal de Periódicos da CAPES

Assessing Public Service Quality and User Satisfaction: A Case Study of the District Municipality of San Luis, Peru

2024; Linguagem: Inglês

10.62441/nano-ntp.vi.1007

2235-2074

Yajaira Elizett Aguilar Chávez, Raphael Bueno,

Business, Innovation, and Economy

The study on the quality of public services and user satisfaction in the district municipality of San Luis, Peru, is important for researchers, politicians and officials. The objective is to know the relationship between variables from the perspective of users, focusing on the expectations of users and the fulfillment of obligations of public servants. A questionnaire of 47 questions was applied to the sample of 382 users, 22 on the quality of public services and 25 on user satisfaction. The instrument was validated by expert judgment and its reliability with Cronbach's Alpha, the hypothesis test was performed with Spearman's Rho and it turned out that the quality of public services is directly and moderately related to user satisfaction (0.415) which includes sanitation, public cleanliness and local health (0.405). education, culture and sports (0.392), citizen security (0.411), development of social programs (0.380), civil registry service (0.442), supply and marketing of products and services (0.324); but it has a direct and weak relationship with transit, circulation and public transport (0.266) and works and infrastructure (0.199) with bilateral significance of 0.000 and a margin of error of 5%.