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Abstract(s)
A qualidade dos serviços prestados e a satisfação dos cidadãos com a realidade cabo-verdiana têm demonstrado ser um grande desafio que exige transformações urgentes. Associado à importância que a preocupação pela satisfação tem assumido no contexto político competitivo, também os cidadãos mostram estar insatisfeitos com o que lhes é oferecido, principalmente no que concerne os serviços prestados pela Administração Local. Este trabalho teve como principal objetivo conhecer a satisfação do munícipe em relação ao município onde reside, procurando analisar um conjunto de aspetos que caracterizam o seu concelho de residência. Para além do mais, pretendeu-se ainda identificar os determinantes da satisfação do munícipe. Esta investigação adotou uma abordagem quantitativa, através da aplicação de questionário aos cidadãos-munícipes
residentes nos concelhos da ilha de São Nicolau em Cabo Verde. Aplicaram-se 723 questionários, correspondendo a 56,4% da população. O erro amostral foi de 3,55% assumindo um nível de significância de 95%, tornando a amostra representativa do universo do estudo. Observou-se que os munícipes se encontram satisfeitos em relação ao município onde residem. Para as variáveis satisfação global com o município onde reside e satisfação global com a gestão financeira do município e com o poder local, não existem diferenças por concelho de residência e condição sociodemográfica relativamente à satisfação do munícipe (valor de prova inferior a 0,05). Foram validadas as hipóteses relativamente à média da satisfação dos munícipes concordante com a imagem do município (t(5)=-2,527; p-value=0,053), qualidade das infraestruturas base e serviços no município (p-value=0,033) e qualidade de vida em termos lazer, acesso à cultura, qualidade ambiental e segurança no município (p-value=0,214). Os resultados obtidos permitiram ainda concluir que a satisfação do munícipe é positivamente influenciada pela imagem do município, qualidade das infraestruturas base e serviços e qualidade de vida em termos de lazer, acesso à cultura, qualidade ambiental e segurança.
The quality of the services provided and citizens’ satisfaction with the Cape Ver- dean reality has proven to be a significant challenge requiring urgent change. Associ- ated with the importance that the concern for satisfaction has assumed in the com- petitive political context, the citizens also show to be dissatisfied with what is offered to them, especially concerning the services provided by the Local Government. This research aimed to acknowledge the satisfaction of the citizen regarding the municipal- ity where s/he lives, trying to analyse a set of aspects that characterise his county of residence. Moreover, we also intended to identify the factors that determine citizens’ satisfaction. A quantitative approach was adopted, through the application of a ques- tionnaire to the citizens living in the municipalities of São Nicolau island in Cape Verde. Seven hundred twenty-three questionnaires were applied, corresponding to 56.4% of the population. The sampling error was 3.55% with a significance level of 95%, making the sample representative of the universe under study. It was observed that the citizens are satisfied with the municipality where they live. For the variables global satisfaction with the municipality where they live and overall satisfaction with the financial man- agement of the municipality and with the local government, there are no differences according to the municipality of residence and socio-demographic condition regarding the satisfaction of the citizen (p-value less than 0.05). The hypotheses were validated regarding the average satisfaction of the residents which are consistent with the image of the municipality (t(5)=-2,527; p-value=0,053), the quality of basic infrastructure and services in the municipality (p-value=0,033) and the quality of life in terms of leisure, access to culture, environmental quality and safety in the municipality (p-value=0,214). The obtained results also allowed to conclude that citizens’ satisfaction is positively influenced by the image of the municipality, the quality of the basic infrastructures and services and the quality of life in terms of leisure, access to culture, environmental qual- ity and safety.
The quality of the services provided and citizens’ satisfaction with the Cape Ver- dean reality has proven to be a significant challenge requiring urgent change. Associ- ated with the importance that the concern for satisfaction has assumed in the com- petitive political context, the citizens also show to be dissatisfied with what is offered to them, especially concerning the services provided by the Local Government. This research aimed to acknowledge the satisfaction of the citizen regarding the municipal- ity where s/he lives, trying to analyse a set of aspects that characterise his county of residence. Moreover, we also intended to identify the factors that determine citizens’ satisfaction. A quantitative approach was adopted, through the application of a ques- tionnaire to the citizens living in the municipalities of São Nicolau island in Cape Verde. Seven hundred twenty-three questionnaires were applied, corresponding to 56.4% of the population. The sampling error was 3.55% with a significance level of 95%, making the sample representative of the universe under study. It was observed that the citizens are satisfied with the municipality where they live. For the variables global satisfaction with the municipality where they live and overall satisfaction with the financial man- agement of the municipality and with the local government, there are no differences according to the municipality of residence and socio-demographic condition regarding the satisfaction of the citizen (p-value less than 0.05). The hypotheses were validated regarding the average satisfaction of the residents which are consistent with the image of the municipality (t(5)=-2,527; p-value=0,053), the quality of basic infrastructure and services in the municipality (p-value=0,033) and the quality of life in terms of leisure, access to culture, environmental quality and safety in the municipality (p-value=0,214). The obtained results also allowed to conclude that citizens’ satisfaction is positively influenced by the image of the municipality, the quality of the basic infrastructures and services and the quality of life in terms of leisure, access to culture, environmental qual- ity and safety.
Description
Keywords
Satisfação dos munícipes Administração local Serviços públicos Municípios Cidadãos
Citation
Tavares, Vanina; Nogueira, Sónia P. (2020). Avaliação da satisfação dos munícipes: estudo de caso dos municípios da Ilha de São Nicolau. In VI Encontro de Jovens Investigadores do Instituto Politécnico de Bragança. Bragança: Instituto Politécnico. ISBN 978-972-745-282-8
Publisher
Instituto Politécnico de Bragança