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Advisor(s)
Abstract(s)
Customer satisfaction is used more and more to assess the quality of a service or product. As users of the public services provided by local authorities, citizens are continuous evaluators of the services provided and the public policies adopted by elected representatives.
This study aims at assessing citizens’ satisfaction with their Municipality of residence, namely the Alfândega da Fé municipality, due to the perceived quality of different activities or services and specific quality drivers related to how services were offered.
The methodology followed was a case study, with a quantitative approach, to apply a questionnaire. Satisfaction was measured through a satisfaction index.
The results showed to the satisfaction index that the citizens of Alfandeguenses are globally satisfied with their Municipality of residence, scoring the global 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 infrastructures and basic services’ have the most significant weight in the overall satisfaction of the citizens with their Municipality of residence.
Description
Keywords
Citizen satisfaction Satisfaction index Perceived quality Public policy
Pedagogical Context
Citation
Nogueira, Sónia P., Remondes, Sílvia (2023). Citizen’ satisfaction index in portugal local government: a case study. In XXXII Jornadas Luso-Espanholas de Gestão Científica. p. 7
Publisher
Universidade de Aveiro