The Credibility of Municipal Service and its Evaluation on the Citizen's Perception

Jose Luis Vazquez Burguete, Ana Lanero Carrizo, Maria Purification Garcia Miguelez, Pablo Gutierrez Rodriguez and Pedro Cuesta Valino

No 188, Apas Papers from Academic Public Administration Studies Archive - APAS

Abstract: The credibility of municipal services is a sort of psychological feeling, in other words, a sense of trust. The credibility has become a decisive factor for the transformation of municipal service and an important driving force of better quality in services and satisfaction in citizen. In this paper, we are trying to contribute for improving the relations between the small public local administrations and citizens across analysis of the link between quality and satisfaction, beside of analyzing how they relate to citizen's credibility on institutions. By means of opinions spilt by citizens, obtained results allow us to raise a series of public policies and offers for the improvement of administration service quality, which end up as directly satisfaction and credibility..

Keywords: credibility's; citizens; satisfaction; Quality (search for similar items in EconPapers)
Date: 2010-07-05
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