The Influence of Sociodemographic Variables on Citizen Satisfaction with the Quality of Public Services

Carlos Bessa (), Isabel Machado and Vera Lúcia Pires
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Carlos Bessa: ISPGAYA – Gaya Polytechnic Institute
Isabel Machado: Instituto Português de Administração de Marketing - IPAM Porto & CIPES – Centre for Research in Higher Education Policies
Vera Lúcia Pires: Polytechnic Institute of Bragança

A chapter in Business Sustainability: Innovation in Entrepreneurship & Internationalisation, 2026, pp 305-323 from Springer

Abstract: Abstract Customer satisfaction is imperative for any organization, as it is the most effective way to ensure its success and sustainability. The purpose of this study is to evaluate the influence of sociodemographic variables on public sector citizen satisfaction. This is a case study conducted with citizens/clients of the Local Public Administration. This study is comprehensive in its approach, with data collected through an anonymous self-administered questionnaire distributed to citizens/users. The questionnaire was constructed according to the European self-assessment model CAF (Common Assessment Framework), a widely recognized and trusted tool for evaluating organizational performance, ensuring a robust research methodology. A total of 1573 valid questionnaires were collected from 16 different organizations. The data was then processed and analyzed using SPSS software (Statistical Package for the Social Sciences), which allowed for a detailed examination of the influence of sociodemographic variables on public sector citizen satisfaction. The results of this study are significant, as they indicate statistically significant differences in satisfaction based on age, academic degree, professional status, and frequency of service use. The oldest citizens and those with higher educational levels reported the highest satisfaction, shedding light on the influence of sociodemographic variables on citizen satisfaction.

Keywords: Public services; Citizen satisfaction; Sociodemographic variables (search for similar items in EconPapers)
Date: 2026
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Persistent link: https://EconPapers.repec.org/RePEc:spr:sprchp:978-3-031-99151-6_20

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DOI: 10.1007/978-3-031-99151-6_20

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