IDEAS home Printed from https://ideas.repec.org/a/gam/jecomi/v10y2022i9p225-d914786.html
   My bibliography  Save this article

Analysis of Citizen Satisfaction in Municipal Services

Author

Listed:
  • José Fernando Romero-Subia

    (Department Agricultural Economics, Sociology, and Policy, Faculty of Economics and Business Sciences, Universidad de Córdoba, Plaza de Puerta Nueva s/n, 14002 Cordoba, Spain)

  • Juan Antonio Jimber-del Rio

    (Department Agricultural Economics, Sociology, and Policy, Faculty of Economics and Business Sciences, Universidad de Córdoba, Plaza de Puerta Nueva s/n, 14002 Cordoba, Spain)

  • María Salomé Ochoa-Rico

    (Faculty of Economics and Business Sciences, Universidad de Córdoba, Plaza de Puerta Nueva s/n, 14002 Cordoba, Spain
    Faculty of Economic, Universidad Ecotec, Samborondón 092301, Ecuador)

  • Arnaldo Vergara-Romero

    (Department of Research, Universidad Ecotec, Samborondón 092301, Ecuador)

Abstract

Citizen demand for quality public services is increasing, and improvements in the provision of public services affect citizen satisfaction and loyalty. This research is to evaluate citizens’ loyalty to municipal officials on the quality of public services provided by the municipality. The measurement is made through a household-level survey, with a sample of 428 valid questionnaires, in a rural parish of Tengel in Guayaquil, following the American Customer Satisfaction Index (ACSI). This study used the Warp-PLS 7.0 software with a structural equation model to evaluate the seven hypotheses raised. A new component is included in this research: the effect of perceived quality in the provision of municipal services in rural areas on the value ratio perceived by the citizen and overall satisfaction. The results obtained allowed us to observe that the loyalty of the citizen to the elected municipal officials depends on citizen satisfaction with the public services provided by the municipal administration in rural areas. In addition, the quality perceived by the citizen modulates at different levels the relationships between the perceived value and the citizen satisfaction. Areas of improvement in the provision of public services such as municipal police, firefighters, veterinary services, parking services and address information were identified. The findings would allow local public administrators to take action to improve the services provided in rural areas in order to maintain the loyalty of citizens.

Suggested Citation

  • José Fernando Romero-Subia & Juan Antonio Jimber-del Rio & María Salomé Ochoa-Rico & Arnaldo Vergara-Romero, 2022. "Analysis of Citizen Satisfaction in Municipal Services," Economies, MDPI, vol. 10(9), pages 1-24, September.
    • Handle: RePEc:gam:jecomi:v:10:y:2022:i:9:p:225-:d:914786
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2227-7099/10/9/225/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2227-7099/10/9/225/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Choi, Kui-Son & Cho, Woo-Hyun & Lee, Sunhee & Lee, Hanjoon & Kim, Chankon, 2004. "The relationships among quality, value, satisfaction and behavioral intention in health care provider choice: A South Korean study," Journal of Business Research, Elsevier, vol. 57(8), pages 913-921, August.
    2. Bikram Biswas & Sajib Kumar Roy, 2020. "Service quality, satisfaction and intention to use Union Digital Center in Bangladesh: The moderating effect of citizen participation," PLOS ONE, Public Library of Science, vol. 15(12), pages 1-14, December.
    3. Zarychta, Alan, 2020. "Making social services work better for the poor: Evidence from a natural experiment with health sector decentralization in Honduras," World Development, Elsevier, vol. 133(C).
    4. Hatice Samkar & Ozlem Alpu, 2013. "M regression approach for satisfaction of municipality services: the case of Eskisehir," Quality & Quantity: International Journal of Methodology, Springer, vol. 47(3), pages 1629-1637, April.
    5. Bostancı, Bülent & Erdem, Nuri, 2020. "Investigating the satisfaction of citizens in municipality services using fuzzy modelling," Socio-Economic Planning Sciences, Elsevier, vol. 69(C).
    6. Philip S. Morrison & Mikko Weckroth, 2018. "Human values, subjective well-being and the metropolitan region," Regional Studies, Taylor & Francis Journals, vol. 52(3), pages 325-337, March.
    7. Sarstedt, Marko & Hair, Joseph F. & Cheah, Jun-Hwa & Becker, Jan-Michael & Ringle, Christian M., 2019. "How to specify, estimate, and validate higher-order constructs in PLS-SEM," Australasian marketing journal, Elsevier, vol. 27(3), pages 197-211.
    8. Tuochen Li & Siran Wang, 2021. "How to Improve the Public Trust of the Intelligent Aging Community: An Empirical Study Based on the ACSI Model," IJERPH, MDPI, vol. 18(4), pages 1-14, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Xiaohuan Xie & Yinrong Li & Ruobing Wang & Zhonghua Gou, 2023. "Park Recreation Intention and Satisfaction of Blue-Collar Workers Based on the ACSI Model: A Case Study of Anning Industrial Park in Yunnan," Land, MDPI, vol. 12(4), pages 1-26, March.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Jiatong Yu & Jiajue Wang & Taesoo Moon, 2022. "Influence of Digital Transformation Capability on Operational Performance," Sustainability, MDPI, vol. 14(13), pages 1-20, June.
    2. Carlos Bazan, 2022. "Effect of the University’s Environment and Support System on Subjective Social Norms as Precursor of the Entrepreneurial Intention of Students," SAGE Open, , vol. 12(4), pages 21582440221, October.
    3. Tatiana Dănescu & Ioan-Ovidiu Spătăcean & Maria-Alexandra Popa & Carmen-Gabriela Sîrbu, 2021. "The Impact of Corporate Governance Mechanism over Financial Performance: Evidence from Romania," Sustainability, MDPI, vol. 13(19), pages 1-14, September.
    4. Camilla Lenzi & Giovanni Perucca, 2021. "Not too close, not too far: Urbanisation and life satisfaction along the urban hierarchy," Urban Studies, Urban Studies Journal Limited, vol. 58(13), pages 2742-2757, October.
    5. Zhikun Ding & Xinyue Huang & Xinrui Wang & Qiaohui Chen & Jiasheng Zhang & Zezhou Wu, 2024. "Investigating the Determinants of Construction Stakeholders’ Intention to Use Construction and Demolition Waste Recycling Products Based on the S-O-R Model in China," Sustainability, MDPI, vol. 16(6), pages 1-17, March.
    6. Mouratidis, Kostas & Ettema, Dick & Næss, Petter, 2019. "Urban form, travel behavior, and travel satisfaction," Transportation Research Part A: Policy and Practice, Elsevier, vol. 129(C), pages 306-320.
    7. Young Hoon Lee & Yong Ho Choi, 2020. "Optimal cost adjustment for a selfish routing healthcare network," Health Care Management Science, Springer, vol. 23(4), pages 585-604, December.
    8. Rahila Huma Anwar & Sajida Zaki & Natasha Memon & Ramayah Thurasamy, 2021. "Exploring the Interplay of Trait Emotional Intelligence and ESL Teacher Effectiveness: Is Self-Efficacy the Mechanism Linking Them?," SAGE Open, , vol. 11(4), pages 21582440211, November.
    9. Tarcia Camily Cavalcante Quezado & Nuno Fortes & William Quezado Figueiredo Cavalcante, 2022. "The Influence of Corporate Social Responsibility and Business Ethics on Brand Fidelity: The Importance of Brand Love and Brand Attitude," Sustainability, MDPI, vol. 14(5), pages 1-20, March.
    10. Luther Yuong Qai Chong & Thien Sang Lim, 2022. "Pull and Push Factors of Data Analytics Adoption and Its Mediating Role on Operational Performance," Sustainability, MDPI, vol. 14(12), pages 1-19, June.
    11. Meena Madhavan & Mohammed Ali Sharafuddin & Thanapong Chaichana, 2022. "Impact of Business Model Innovation on Sustainable Performance of Processed Marine Food Product SMEs in Thailand—A PLS-SEM Approach," Sustainability, MDPI, vol. 14(15), pages 1-33, August.
    12. Tomas Hanell, 2022. "Unmet Aspirations and Urban Malaise," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 164(1), pages 83-103, November.
    13. David Giauque & Frédéric Cornu & Karine Renard & Yves Emery, 2023. "Opportunity to Use New Ways of Working: Do Sectors and Organizational Characteristics Shape Employee Perceptions?," Sustainability, MDPI, vol. 15(14), pages 1-21, July.
    14. Baoting Peng & Xin Shen, 2024. "Does Environmental Regulation Affect Circular Economy Performance? Evidence from China," Sustainability, MDPI, vol. 16(11), pages 1-19, May.
    15. Luo, Xi & Cheah, Jun-Hwa & Hollebeek, Linda D. & Lim, Xin-Jean, 2024. "Boosting customers’ impulsive buying tendency in live-streaming commerce: The role of customer engagement and deal proneness," Journal of Retailing and Consumer Services, Elsevier, vol. 77(C).
    16. Lluc Vila-Boix & Alicia Blanco-González & Giorgia Miotto & Felipe Hernández-Perlines, 2024. "The impact of social media advertising on brand’ legitimacy," International Entrepreneurship and Management Journal, Springer, vol. 20(3), pages 2115-2138, September.
    17. Abdullah J. Sultan, 2022. "Aligning employees’ work engagement and behavioral performance with internal branding: the missing link of employees’ perceived brand authenticity," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 27(1), pages 52-64, March.
    18. Halpern, Nigel & Mwesiumo, Deodat & Suau-Sanchez, Pere & Budd, Thomas & Bråthen, Svein, 2021. "Ready for digital transformation? The effect of organisational readiness, innovation, airport size and ownership on digital change at airports," Journal of Air Transport Management, Elsevier, vol. 90(C).
    19. Dodds, Sarah & Bulmer, Sandy & Murphy, Andrew, 2014. "Consumer value in complementary and alternative medicine (CAM) health care services," Australasian marketing journal, Elsevier, vol. 22(3), pages 218-229.
    20. Maria Rostasova & Anna Padourova & Tatiana Corejova, 2020. "KANO model as a tool of effective customer satisfaction diagnostics of postal services," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(2), pages 811-828, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jecomi:v:10:y:2022:i:9:p:225-:d:914786. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.