IDEAS home Printed from https://ideas.repec.org/a/plo/pone00/0263331.html
   My bibliography  Save this article

Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations

Author

Listed:
  • María Salomé Ochoa Rico
  • Arnaldo Vergara-Romero
  • José Fernando Romero Subia
  • Juan Antonio Jimber del Río

Abstract

This study investigates the satisfaction and adequacy of citizens through the expected quality and perceived quality in the areas of planning and territorial viability, experience in the provision of municipal services and citizen experience in environmental issues, in order to provide tools for territorial decision making for the citizens’ well-being. In our research PLS software is used for the analysis of hypotheses. A questionnaire was delivered to a sample of 521 citizens, representing the spectrum of the population, and the statistical study of the responses yielded results on citizen satisfaction and loyalty. Our research includes the study of moderating effects on the causal ratio of perceived value and satisfaction in territorial planning and viability, the perceived quality in the provision of municipal services and the perceived quality in the citizen experience in the environmental management of the territory on the value relationship perceived by the citizen and general satisfaction. A second objective of the study is to see if there are significant differences in the hypotheses raised by gender by performing a multigroup analysis. This difference has been appreciated in two of the hypotheses. The study shows that the policies exercised by the territorial managers of the different areas have a significant influence on the value perceived by citizens, satisfaction and loyalty, which shape their general well-being. Areas for improvement in territorial policies and municipal services such as citizen security, air quality, public lighting and sports services have been identified. Knowing these shortcomings allows politicians to focus their efforts on improving the quality of life in cities.

Suggested Citation

  • María Salomé Ochoa Rico & Arnaldo Vergara-Romero & José Fernando Romero Subia & Juan Antonio Jimber del Río, 2022. "Study of citizen satisfaction and loyalty in the urban area of Guayaquil: Perspective of the quality of public services applying structural equations," PLOS ONE, Public Library of Science, vol. 17(2), pages 1-27, February.
    • Handle: RePEc:plo:pone00:0263331
    DOI: 10.1371/journal.pone.0263331
    as

    Download full text from publisher

    File URL: https://journals.plos.org/plosone/article?id=10.1371/journal.pone.0263331
    Download Restriction: no
    File URL: https://journals.plos.org/plosone/article/file?id=10.1371/journal.pone.0263331&type=printable
    Download Restriction: no
    File URL: https://libkey.io/10.1371/journal.pone.0263331?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    References listed on IDEAS

    as
    1. Janos Csapo, 2012. "The Role and Importance of Cultural Tourism in Modern Tourism Industry," Chapters, in: Murat Kasimoglu (ed.), Strategies for Tourism Industry - Micro and Macro Perspectives, IntechOpen.
    2. Jiang Li & Qiao Pan & You Peng & Tao Feng & Shaobo Liu & Xiaoxi Cai & Chixing Zhong & Yicheng Yin & Wenbo Lai, 2020. "Perceived Quality of Urban Wetland Parks: A Second-Order Factor Structure Equation Modeling," Sustainability, MDPI, vol. 12(17), pages 1-15, September.
    3. Wang, Chao & Zhan, Jinyan & Xin, Zhongling, 2020. "Comparative analysis of urban ecological management models incorporating low-carbon transformation," Technological Forecasting and Social Change, Elsevier, vol. 159(C).
    4. Farooq, Muhammad Shoaib & Salam, Maimoona & Fayolle, Alain & Jaafar, Norizan & Ayupp, Kartinah, 2018. "Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach," Journal of Air Transport Management, Elsevier, vol. 67(C), pages 169-180.
    5. Monica Das Gupta & Jiang Zhenghua & Li Bohua & Xie Zhenming & Woojin Chung & Bae Hwa-Ok, 2003. "Why is Son preference so persistent in East and South Asia? a cross-country study of China, India and the Republic of Korea," Journal of Development Studies, Taylor & Francis Journals, vol. 40(2), pages 153-187.
    6. Niclas Berggren & Andreas Bergh & Christian Bjørnskov & Shiori Tanaka, 2020. "Migrants and Life Satisfaction: The Role of the Country of Origin and the Country of Residence," Kyklos, Wiley Blackwell, vol. 73(3), pages 436-463, August.
    7. Echaniz, Eneko & dell’Olio, Luigi & Ibeas, Ángel, 2018. "Modelling perceived quality for urban public transport systems using weighted variables and random parameters," Transport Policy, Elsevier, vol. 67(C), pages 31-39.
    8. Yu-Shan Chen & Ching-Ying Lin & Chia-Sui Weng, 2015. "The Influence of Environmental Friendliness on Green Trust: The Mediation Effects of Green Satisfaction and Green Perceived Quality," Sustainability, MDPI, vol. 7(8), pages 1-18, July.
    9. Fu, Xue-mei & Zhang, Jiang-hua & Chan, Felix T.S., 2018. "Determinants of loyalty to public transit: A model integrating Satisfaction-Loyalty Theory and Expectation-Confirmation Theory," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 476-490.
    10. Hanna Gendel-Guterman & Miriam Billig, 2021. "Increasing citizen satisfaction with municipal services: the function of intangible factors," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 18(2), pages 171-186, June.
    11. Matlaba, Valente J. & Mota, José Aroudo & Maneschy, Maria Cristina & Filipe dos Santos, Jorge, 2017. "Social perception at the onset of a mining development in Eastern Amazonia, Brazil," Resources Policy, Elsevier, vol. 54(C), pages 157-166.
    12. Hernandez, Sara & Monzon, Andres & de Oña, Rocío, 2016. "Urban transport interchanges: A methodology for evaluating perceived quality," Transportation Research Part A: Policy and Practice, Elsevier, vol. 84(C), pages 31-43.
    13. Woo, Eunju & Kim, Hyelin & Uysal, Muzaffer, 2015. "Life satisfaction and support for tourism development," Annals of Tourism Research, Elsevier, vol. 50(C), pages 84-97.
    14. Laurie Buys & Evonne Miller, 2012. "Residential satisfaction in inner urban higher-density Brisbane, Australia: role of dwelling design, neighbourhood and neighbours," Journal of Environmental Planning and Management, Taylor & Francis Journals, vol. 55(3), pages 319-338, May.
    15. 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.
    16. Eunah Yu & Junghyun Kim, 2020. "The Relationship between Self-City Brand Connection, City Brand Experience, and City Brand Ambassadors," Sustainability, MDPI, vol. 12(3), pages 1-13, January.
    17. Hagger, Martin S. & Polet, Juho & Lintunen, Taru, 2018. "The reasoned action approach applied to health behavior: Role of past behavior and tests of some key moderators using meta-analytic structural equation modeling," Social Science & Medicine, Elsevier, vol. 213(C), pages 85-94.
    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. Lotfalipour, Mohammad Reza & sargolzaie, Ali & Salehnia, Narges, 2022. "Natural resources: A curse on welfare?," Resources Policy, Elsevier, vol. 79(C).

    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. Ni, Anning & Zhang, Chunqin & Hu, Yuting & Lu, Weite & Li, Hongwei, 2020. "Influence mechanism of the corporate image on passenger satisfaction with public transport in China," Transport Policy, Elsevier, vol. 94(C), pages 54-65.
    2. Ahmad Nazrul Hakimi Ibrahim & Muhamad Nazri Borhan & Muhamad Razuhanafi Mat Yazid & Sitti Asmah Hassan & Ahmad Firdhaus Arham & Sharizal Hashim, 2023. "Modelling of Passenger Satisfaction and Reuse Intention with Monorail Services in Kuala Lumpur, Malaysia: A Hybrid SEM-ANN Approach," Mathematics, MDPI, vol. 11(15), pages 1-21, August.
    3. Allen, Jaime & Bellizzi, Maria Grazia & Eboli, Laura & Forciniti, Carmen & Mazzulla, Gabriella, 2020. "Service quality in a mid-sized air terminal: A SEM-MIMIC ordinal probit accounting for travel, sociodemographic, and user-type heterogeneity," Journal of Air Transport Management, Elsevier, vol. 84(C).
    4. Iván Manuel Mendoza-Arango & Eneko Echaniz & Luigi dell’Olio & Eduardo Gutiérrez-González, 2020. "Weighted Variables Using Best-Worst Scaling in Ordered Logit Models for Public Transit Satisfaction," Sustainability, MDPI, vol. 12(13), pages 1-20, July.
    5. Weiya Chen & Zixuan Kang & Xiaoping Fang & Jiajia Li, 2020. "Design a Semantic Scale for Passenger Perceived Quality Surveys of Urban Rail Transit: Within Attribute’s Service Condition and Rider’s Experience," Sustainability, MDPI, vol. 12(20), pages 1-21, October.
    6. Eneko Echaniz & Chinh Ho & Andres Rodriguez & Luigi dell’Olio, 2020. "Modelling user satisfaction in public transport systems considering missing information," Transportation, Springer, vol. 47(6), pages 2903-2921, December.
    7. Juan Antonio Jimber del Río & Ricardo D. Hernández-Rojas & Arnaldo Vergara-Romero & Mª Genoveva Dancausa Dancausa Millán, 2020. "Loyalty in Heritage Tourism: The Case of Córdoba and Its Four World Heritage Sites," IJERPH, MDPI, vol. 17(23), pages 1-20, December.
    8. Karzan Ismael & Szabolcs Duleba, 2021. "Investigation of the Relationship between the Perceived Public Transport Service Quality and Satisfaction: A PLS-SEM Technique," Sustainability, MDPI, vol. 13(23), pages 1-20, November.
    9. Ruth Oluyemi Bamidele & Ali Ozturen & Mine Haktanir & Oluwatobi A. Ogunmokun, 2023. "Realizing Green Airport Performance through Green Management Intransigence, Airport Reputation, Biospheric Value, and Eco-Design," Sustainability, MDPI, vol. 15(3), pages 1-26, January.
    10. Bryan Cheng-Yu Hsu & Yu-Feng Wu & Hsin-Wei Chen & Man-Lai Cheung, 2020. "How Sport Tourism Event Image Fit Enhances Residents’ Perceptions of Place Image and Their Quality of Life," Sustainability, MDPI, vol. 12(19), pages 1-14, October.
    11. Xi Chen & Chih Ming Tan & Xiaobo Zhang & Xin Zhang, 2020. "The effects of prenatal exposure to temperature extremes on birth outcomes: the case of China," Journal of Population Economics, Springer;European Society for Population Economics, vol. 33(4), pages 1263-1302, October.
    12. Giovanni Perucca, 2019. "Residents’ Satisfaction with Cultural City Life: Evidence from EU Cities," Applied Research in Quality of Life, Springer;International Society for Quality-of-Life Studies, vol. 14(2), pages 461-478, April.
    13. Smriti Rao & Kade Finnoff, 2015. "Marriage Migration and Inequality in India, 1983–2008," Population and Development Review, The Population Council, Inc., vol. 41(3), pages 485-505, September.
    14. Salvatore Bimonte & Antonella D’Agostino, 2021. "Tourism development and residents’ well-being: Comparing two seaside destinations in Italy," Tourism Economics, , vol. 27(7), pages 1508-1525, November.
    15. Sara Tafuro, 2020. "An Economic Framework for Persisting Son Preference: Rethinking the Role of Intergenerational Support," Population Research and Policy Review, Springer;Southern Demographic Association (SDA), vol. 39(6), pages 983-1007, December.
    16. Shen, Ke & Zeng, Yi, 2014. "Direct and indirect effects of childhood conditions on survival and health among male and female elderly in China," Social Science & Medicine, Elsevier, vol. 119(C), pages 207-214.
    17. Milena Nedeljković Knežević & Marko D. Petrović & Slađana Nedeljković & Maja Mijatov & Milan M. Radovanović & Mirjana Gajić & Miroslav Škoda, 2019. "Changes in Traditional Activities of Industrial Area toward Sustainable Tourism Development," Sustainability, MDPI, vol. 11(22), pages 1-16, November.
    18. Haiyang Lu & Peng Nie & Alfonso Sousa-Poza, 2021. "The Effect of Parental Educational Expectations on Adolescent Subjective Well-Being and the Moderating Role of Perceived Academic Pressure: Longitudinal Evidence for China," Child Indicators Research, Springer;The International Society of Child Indicators (ISCI), vol. 14(1), pages 117-137, February.
    19. Zhi Dong & Jiaqi Zhang & Xiaoqi Gong & Laijun Wang, 2024. "The Role of Smart Travel Service in Intercity Travel Satisfaction: Does Traveler Heterogeneity Matter?," Sustainability, MDPI, vol. 16(17), pages 1-16, August.
    20. Carolyn‐Dung Thi Thanh Tran & Brian Dollery, 2021. "All in the Mind: Citizen Satisfaction and Financial Performance in the Victorian Local Government System," Australian Accounting Review, CPA Australia, vol. 31(1), pages 51-64, March.

    More about this item

    Statistics

    Access and download statistics

    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:plo:pone00:0263331. 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: plosone (email available below). General contact details of provider: https://journals.plos.org/plosone/ .

    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.