Analysis of citizen satisfaction in municipal services

Nogueira, Sónia P.; Ribeiro, Nuno A.; Remondes, Sílvia

Publication

Analysis of citizen satisfaction in municipal services

2024Conference paper

dc.contributor.author	Nogueira, Sónia P.
dc.contributor.author	Ribeiro, Nuno A.
dc.contributor.author	Remondes, Sílvia
dc.date.accessioned	2024-02-12T11:55:24Z
dc.date.available	2024-02-12T11:55:24Z
dc.date.issued	2024
dc.description.abstract	Local authorities have played a particularly important role in the development of communities, being one of the sources closest to the population. Today’s citizens have become more attentive and demanding, and do not accept an undifferentiated treatment from local elected officials. In fact, as users of the public services provided by local authorities, citizens are continuous evaluators of both their services and the public policies adopted by the elected representatives. As voters and, therefore, decision-makers, citizens certainly cast their votes for whoever they expect to meet their needs. This study seeks to evaluate the satisfaction and define a satisfaction index of the citizens towards their municipality of residence, namely the municipality of Alfândega da Fé, Portugal. The selected methodology was the case study, with a quantitative approach, having applied a questionnaire survey to a sample of residents in the selected municipality. In total 350 questionnaires were collected, corresponding approximately to 0.076% of the population, assuming a sampling error of 5.03%. The results obtained regarding the Satisfaction Index show that the citizens of Alfândega da Fé are globally satisfied with their municipality of residence, scoring overall satisfaction with 73.29 points out of 100. The results also show that the dimensions ‘Quality of life in terms of leisure, access to culture, environmental quality and safety’, ‘Image of the municipality’ and ‘Quality of basic infrastructures and services’ have the greatest weight in the overall satisfaction of the citizen with their municipality of residence.	pt_PT
dc.description.sponsorship	The authors are grateful to the Foundation for Science and Technology (FCT, Portugal) for financial support by national funds FCT/MCTES to UNIAG, under Project no. UIDB/04752/2020.	pt_PT
dc.description.version	info:eu-repo/semantics/publishedVersion	pt_PT
dc.identifier.citation	Nogueira, Sónia P.; Ribeiro, Nuno A.; Remondes, Sílvia (2024). Analysis of citizen satisfaction in municipal services. In Montenegro, C., Rocha, Á., Cueva Lovelle, J.M. (eds) Management, Tourism and Smart Technologies. ICMTT 2023. Cham: Springer Nature, p. 289-299. ISBN 978-3-031-43732-8	pt_PT
dc.identifier.doi	10.1007/978-3-031-43733-5_26	pt_PT
dc.identifier.isbn	978-3-031-43732-8
dc.identifier.uri	http://hdl.handle.net/10198/29470
dc.language.iso	eng	pt_PT
dc.peerreviewed	yes	pt_PT
dc.publisher	Springer Nature	pt_PT
dc.relation	Applied Management Research Unit
dc.rights.uri	http://creativecommons.org/licenses/by/4.0/	pt_PT
dc.subject	Citizen satisfaction	pt_PT
dc.subject	Municipal services	pt_PT
dc.subject	Satisfaction index	pt_PT
dc.subject	Perceived quality	pt_PT
dc.title	Analysis of citizen satisfaction in municipal services	pt_PT
dc.type	conference paper
dspace.entity.type	Publication
oaire.awardTitle	Applied Management Research Unit
oaire.awardURI	info:eu-repo/grantAgreement/FCT/6817 - DCRRNI ID/UIDB%2F04752%2F2020/PT
oaire.citation.endPage	299	pt_PT
oaire.citation.startPage	289	pt_PT
oaire.citation.title	International Conference on Management, Tourism and Technologies, ICMTT 2023	pt_PT
oaire.citation.volume	774	pt_PT
oaire.fundingStream	6817 - DCRRNI ID
person.familyName	Nogueira
person.familyName	Ribeiro
person.givenName	Sónia P.
person.givenName	Nuno A.
person.identifier.ciencia-id	9C19-D54B-821B
person.identifier.ciencia-id	3A15-6987-AF07
person.identifier.orcid	0000-0002-8675-6102
person.identifier.orcid	0000-0002-5070-647X
person.identifier.scopus-author-id	57192979809
person.identifier.scopus-author-id	56006467300
project.funder.identifier	http://doi.org/10.13039/501100001871
project.funder.name	Fundação para a Ciência e a Tecnologia
rcaap.rights	restrictedAccess	pt_PT
rcaap.type	conferenceObject	pt_PT
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