Análisis de la Satisfacción Ciudadana desde la perspectiva de los Servicios Públicos en Zonas Urbanas
Abstract
Esta investigación propone un análisis de la satisfacción ciudadana y el nivel de arraigo territorial de la población urbana a través de las relaciones causales de calidad esperada - calidad percibida - valor percibido - satisfacción - lealtad en las dimensiones de planificación territorial, provisión de servicios públicos y gestión medioambiental. Este trabajo constituye una herramienta científica para investigaciones futuras y sirve como base para la toma decisiones en el ámbito de la política pública. Se utilizó el software Warp-PLS 7.0 para el diseño de un modelo de ecuaciones estructurales con base en un conjunto de encuestas aplicando el Índice de Satisfacción al Cliente Americano (ACSI) para evaluar 5 hipótesis propuestas. El cuestionario de preguntas fue dirigido a una muestra aleatoria simple de 550 ciudadanos, obteniendo respuestas de 521. Los resultados sugieren que existe una relación positiva y significativa entre el valor percibido, satisfacción y lealtad del ciudadano. Esta investigación agrega un efecto moderador de la calidad percibida en la planificación y territorial, provisión de servicios públicos y en la gestión medioambiental sobre la relación causal valor percibido - satisfacción. El estudio muestra que las políticas ejercidas por los gestores públicos constituyen una gran influencia en la satisfacción del ciudadano.
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References
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Beeri, I., Uster, A., & Vigoda-Gadot, E. (2019). Does Performance Management Relate to Good Governance? A Study of Its Relationship with Citizens’ Satisfaction with and Trust in Israeli Local Government. Public Performance and Management Review, 42(2), 241–279. https://doi.org/10.1080/15309576.2018.1436074
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Berggren, N., Bergh, A., Bjørnskov, C., & Tanaka, S. (2020). Migrants and life satisfaction: The role of the country of origin and the country of residence. Kyklos, 73(3), 436-463. https://doi.org/10.1111/kykl.12225
Bouranta, N., Siskos, Y., & Tsotsolas, N. (2015). Measuring police officer and citizen satisfaction: comparative analysis. Policing: An International Journal of Police Strategies & Management, 48(3), https://doi.org/10.1108/PIJPSM-01-2015-0008
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Carmines, E. G., & Zeller, R. A. (1979). Assessing reliability. Assessing Reliability: Reliability and Validity Assessment, 17, 37–49. https://dx.doi.org/10.4135/9781412985642
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Delpla, I., Legay, C., Proulx, F., & Rodriguez, M. J. (2020). Perception of tap water quality: Assessment of the factors modifying the links between satisfaction and water consumption behavior. Science of the Total Environment, 722. https://doi.org/10.1016/j.scitotenv.2020.137786
Díaz-Díaz, R., Muñoz, L., & Pérez-González, D. (2017). Business model analysis of public services operating in the smart city ecosystem: The case of SmartSantander. Future Generation Computer Systems, 76, 198–214. https://doi.org/10.1016/j.future.2017.01.032
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Echaniz, E., dell’Olio, L., & Ibeas, Á. (2018). Modelling perceived quality for urban public transport systems using weighted variables and random parameters. Transport Policy, 67, 31–39. https://doi.org/10.1016/j.tranpol.2017.05.006
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180.
Fongar, C., Aamodt, G., Randrup, T. B., & Solfjeld, I. (2019). Does perceived green space quality matter? Linking norwegian adult perspectives on perceived quality to motivation and frequency of visits. International Journal of Environmental Research and Public Health, 16(13). https://doi.org/10.3390/ijerph16132327
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60, 7–18.
Fornell, C., & Larcker, D. F. (1981a). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, XVIII(February), 39–50. https://doi.org/10.1177/0022243781018 00313
Fornell, C., & Larcker, D. F. (1981b). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3), 382. https://doi.org/10.2307/3150980
Han, H., & Gao, Q. (2020). Does welfare participation improve life satisfaction? Evidence from panel data in rural China. Journal of Happiness Studies, 21(5), 1795-1822. https://doi.org/10.1007/s10902-019-00157-z
Hagger, M. S., Polet, J., & Lintunen, T. (2018). The reasoned action approach applied to health behavior: Role of past behavior and tests of some key moderators using meta-analytic structural equation modeling. Social Science & Medicine, 213. https://doi.org/10.1016/j.socscimed.2018.07.038
Hernandez, S., Monzon, A., & de Oña, R. (2016). Urban transport interchanges: A methodology for evaluating perceived quality. Transportation Research Part A: Policy and Practice, 84, 31–43. https://doi.org/10.1016/j.tra.2015.08.008
Kanwal, S., Rasheed, M. I., Pitafi, A. H., Pitafi, A., & Ren, M. (2020). Road and transport infrastructure development and community support for tourism: The role of perceived benefits, and community satisfaction. Tourism Management, 77(June 2019), 104014. https://doi.org/10.1016/j.tourman.2019.104014
Kim, K.-H., & Park, D.-B. (2017). Relationships among perceived value, satisfaction, and loyalty: Community-based ecotourism in Korea. Journal of Travel & Tourism Marketing, 34(2), 171–191.
Kim, Y. H., Kim, D. J., & Jai, T.-M. C. (2016). One destination and two events: A comparative analysis on perceived value, satisfaction, and intention to revisit. Event Management, 20(3), 327–339.
Lercher, P. (2019). Noise in Cities: Urban and Transport Planning Determinants and Health in Cities. In Integrating Human Health into Urban and Transport Planning, Springer, 443–481. https://doi.org/10.1007/978-3-319-74983-9
Lo, A. Y. H., & Jim, C. Y. (2012). Citizen attitude and expectation towards greenspace provision in compact urban milieu. Land Use Policy, 29(3), 577–586. https://doi.org/10.1016/ j.landusepol.2011.09.011
Ma, L. (2017). Performance Management and Citizen Satisfaction with the Government: Evidence from Chinese Municipalities. Public Administration, 95(1), 39–59. https://doi.org/10.1111/padm.12275
Ma, Y., Koondhar, M. A., Liu, S., Wang, H., & Kong, R. (2020). Perceived value influencing the household waste sorting behaviors in rural China. International Journal of Environmental Research and Public Health, 17(17). https://doi.org/10.3390/ijerph17176093
Newburn, D. A., & Berck, P. (2006). Modeling suburban and rural-residential development beyond the urban fringe. Land Economics, 82(4), 481-499. doi: 10.3368/le.82.4.481
Nghiêm-Phú, B. (2016). Country image, country attachment, country loyalty, and life satisfaction of foreign residents in Vietnam. Tourism and Hospitality Research, 16(4), 329–344. https://doi.org/10.1177/1467358415600218
Nguyen, T. M., Nham, P. T., & Hoang, V. N. (2019). The theory of planned behavior and knowledge sharing: A systematic review and meta-analytic structural equation modelling. VINE Journal of Information and Knowledge Management Systems, 49(1), https://doi.org/10.1108/VJIKMS-10-2018-0086
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric Theory (2nd ed), New York: McGraw-Hill. Semantic Scholar
Ouyang, W., Wang, B., Tian, L., & Niu, X. (2017). Spatial deprivation of urban public services in migrant enclaves under the context of a rapidly urbanizing China: An evaluation based on suburban Shanghai. Cities, 60, 436–445. https://doi.org/10.1016/j.cities.2016.06.004
Özbil, A., Yeşiltepe, D., & Argin, G. (2015). Modeling walkability: The effects of street design, street-network configuration and land-use on pedestrian movement. A/Z ITU Journal of the Faculty of Architecture, 12(3), 189–207.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Pascanu, I., Hutu, S., Cota, A., Capraru, O., & Pop, R. (2016). Urban versus rural: does the environment count in child development? Environmental Engineering & Management Journal (EEMJ), 15(3). doi: 10.30638/eemj.2016.076
Pham, K., Andereck, K., & Vogt, C. (2019). Local Residents’ Perceptions About Tourism Development. Travel and Tourism Research Association: Advancing Tourism Research Globally, 1–12.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), pp. 19-30.
Requena, F. (2016). Rural–urban living and level of economic development as factors in subjective well-being. Social Indicators Research, 128(2), 693-708. https://doi.org/10.1007/s11205-015-1051-1
Ren, X., Tang, J., & Cai, J. (2021). A comfortable soundscape perspective in acoustic environmental planning and management: a case study based on local resident audio-visual perceptions. Journal of Environmental Planning and Management, 1–28.
Song, Z., Su, X., & Li, L. (n.d.). The Indirect Effects of Destination Image on Destination Loyalty Intention Through Tourist Satisfaction and Perceived Value: The Bootstrap Approach Journal of Travel & Tourism Marketing, 30(4). https://doi.org/10.1080/10548408.2013. 784157
Sørensen, J. F. (2014). Rural–urban differences in life satisfaction: Evidence from the European Union. Regional Studies, 48(9), 1451-1466. https://doi.org/10.1080/00343404.2012.753142
Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Factors influencing public transport passengers’ satisfaction: a new model. Management of Environmental Quality: An International Journal, 27(5), https://doi.org/10.1108/MEQ-05-2015-0084
Urban Institute & International City Management Association. (1974). Measuring the Effectiveness of Basic Municipal Services: Initial Report. The Urban Institute, The Urban Institute, Washington, D.C.
Vieira, E. W. R., & Dutra, I. R. (2020) Urban-rural disparity in health services utilization in a small municipality. Rev Rene, 21. DOI: https://doi.org/10.15253/2175-6783.20202142458
von Wirth, T., Grêt-Regamey, A., Moser, C., & Stauffacher, M. (2016). Exploring the influence of perceived urban change on residents’ place attachment. Journal of Environmental Psychology, 46, 67–82. https://doi.org/10.1016/j.jenvp.2016.03.001
Wang, C., Zhan, J., & Xin, Z. (2020). Comparative analysis of urban ecological management models incorporating low-carbon transformation. Technological Forecasting and Social Change, 159(June), 120190. https://doi.org/10.1016/j.techfore.2020.120190
Yu, E., & Kim, J. (2020). The relationship between self-city brand connection, city brand experience, and city brand ambassadors. Sustainability, 12(3). https://doi.org/10.3390/ su12030982
Zheng, J., & An, R. (2015). Satisfaction with local exercise facility: a rural-urban comparison in China. Rural and remote health, 15(2), 147-157. https://search.informit.org/doi/10.3316/informit.203267102082156
Armis, R., & Kanegae, H. (2020). Understanding of Citizens’ Loyalty in City Regeneration: Post-mining Communities in Sawahlunto. West Sumatra [West Sumatera], 2, 77–91.
Awwad, M. S. (2012). An application of the American Customer Satisfaction Index (ACSI) in the Jordanian mobile phone sector. TQM Journal, 24(6), 529–541. https://doi.org/10.1108/17542731211270098
Barclay, D., Higgins, C., & Thompson, R. (1995). The Partial Least Squares (PLS) approach to causal modelling: Personal computer adoption and use as an illustration. Ontario: Walter de Guyter.
Beeri, I., Uster, A., & Vigoda-Gadot, E. (2019). Does Performance Management Relate to Good Governance? A Study of Its Relationship with Citizens’ Satisfaction with and Trust in Israeli Local Government. Public Performance and Management Review, 42(2), 241–279. https://doi.org/10.1080/15309576.2018.1436074
Benjamin, D., Brandt, L., & McCaig, B. (2017). Growth with equity: income inequality in Vietnam, 2002–14. The Journal of Economic Inequality, 15(1), 25-46. https://doi.org/10.1007/s10888-016-9341-7
Berggren, N., Bergh, A., Bjørnskov, C., & Tanaka, S. (2020). Migrants and life satisfaction: The role of the country of origin and the country of residence. Kyklos, 73(3), 436-463. https://doi.org/10.1111/kykl.12225
Bouranta, N., Siskos, Y., & Tsotsolas, N. (2015). Measuring police officer and citizen satisfaction: comparative analysis. Policing: An International Journal of Police Strategies & Management, 48(3), https://doi.org/10.1108/PIJPSM-01-2015-0008
Braun, E., Kavaratzis, M., & Zenker, S. (2013). My city - my brand: The different roles of residents in place branding. Journal of Place Management and Development, 6(1), 18–28. https://doi.org/10.1108/17538331311306087
Carmines, E. G., & Zeller, R. A. (1979). Assessing reliability. Assessing Reliability: Reliability and Validity Assessment, 17, 37–49. https://dx.doi.org/10.4135/9781412985642
Chen, Y. (2010). Towards Green Loyalty: Driving from Green Perceived Value, Green Satisfaction, and Green Trust. Sustainable Development, 21(5), https://doi.org/10.1002/sd.500
Chen, N. C., Hall, C. M., Yu, K., & Qian, C. (2019). Environmental satisfaction, residential satisfaction, and place attachment: The cases of long-term residents in rural and urban areas in China. Sustainability, 11(22), 6439. https://doi.org/10.3390/su11226439
Chiesura, A. (2004). The role of urban parks for the sustainable city. Landscape and Urban Planning, 68(1), 129–138. https://doi.org/10.1016/j.landurbplan.2003.08.003
Csapo, J. (2012). The role and importance of cultural tourism in modern tourism industry. Strategies for Tourism Industry-Micro and Macro Perspectives. Intech, 201–232.
Delpla, I., Legay, C., Proulx, F., & Rodriguez, M. J. (2020). Perception of tap water quality: Assessment of the factors modifying the links between satisfaction and water consumption behavior. Science of the Total Environment, 722. https://doi.org/10.1016/j.scitotenv.2020.137786
Díaz-Díaz, R., Muñoz, L., & Pérez-González, D. (2017). Business model analysis of public services operating in the smart city ecosystem: The case of SmartSantander. Future Generation Computer Systems, 76, 198–214. https://doi.org/10.1016/j.future.2017.01.032
Drew, J., Kortt, M., & Dollery, B. (2015). What determines efficiency in local government? A DEA analysis of NSW local government. Economic Papers: A Journal of Applied Economics and Policy, 34(4), 243-256. https://doi.org/10.1111/1759-3441.12118
Echaniz, E., dell’Olio, L., & Ibeas, Á. (2018). Modelling perceived quality for urban public transport systems using weighted variables and random parameters. Transport Policy, 67, 31–39. https://doi.org/10.1016/j.tranpol.2017.05.006
Farooq, M. S., Salam, M., Fayolle, A., Jaafar, N., & Ayupp, K. (2018). Impact of service quality on customer satisfaction in Malaysia airlines: A PLS-SEM approach. Journal of Air Transport Management, 67, 169–180.
Fongar, C., Aamodt, G., Randrup, T. B., & Solfjeld, I. (2019). Does perceived green space quality matter? Linking norwegian adult perspectives on perceived quality to motivation and frequency of visits. International Journal of Environmental Research and Public Health, 16(13). https://doi.org/10.3390/ijerph16132327
Fornell, C., Johnson, M. D., Anderson, E. W., Cha, J., & Bryant, B. E. (1996). The American customer satisfaction index: nature, purpose, and findings. Journal of Marketing, 60, 7–18.
Fornell, C., & Larcker, D. F. (1981a). Evaluating structural equation models with unobservable variables and measurement error. Journal of Marketing Research, XVIII(February), 39–50. https://doi.org/10.1177/0022243781018 00313
Fornell, C., & Larcker, D. F. (1981b). Structural Equation Models with Unobservable Variables and Measurement Error: Algebra and Statistics. Journal of Marketing Research, 18(3), 382. https://doi.org/10.2307/3150980
Han, H., & Gao, Q. (2020). Does welfare participation improve life satisfaction? Evidence from panel data in rural China. Journal of Happiness Studies, 21(5), 1795-1822. https://doi.org/10.1007/s10902-019-00157-z
Hagger, M. S., Polet, J., & Lintunen, T. (2018). The reasoned action approach applied to health behavior: Role of past behavior and tests of some key moderators using meta-analytic structural equation modeling. Social Science & Medicine, 213. https://doi.org/10.1016/j.socscimed.2018.07.038
Hernandez, S., Monzon, A., & de Oña, R. (2016). Urban transport interchanges: A methodology for evaluating perceived quality. Transportation Research Part A: Policy and Practice, 84, 31–43. https://doi.org/10.1016/j.tra.2015.08.008
Kanwal, S., Rasheed, M. I., Pitafi, A. H., Pitafi, A., & Ren, M. (2020). Road and transport infrastructure development and community support for tourism: The role of perceived benefits, and community satisfaction. Tourism Management, 77(June 2019), 104014. https://doi.org/10.1016/j.tourman.2019.104014
Kim, K.-H., & Park, D.-B. (2017). Relationships among perceived value, satisfaction, and loyalty: Community-based ecotourism in Korea. Journal of Travel & Tourism Marketing, 34(2), 171–191.
Kim, Y. H., Kim, D. J., & Jai, T.-M. C. (2016). One destination and two events: A comparative analysis on perceived value, satisfaction, and intention to revisit. Event Management, 20(3), 327–339.
Lercher, P. (2019). Noise in Cities: Urban and Transport Planning Determinants and Health in Cities. In Integrating Human Health into Urban and Transport Planning, Springer, 443–481. https://doi.org/10.1007/978-3-319-74983-9
Lo, A. Y. H., & Jim, C. Y. (2012). Citizen attitude and expectation towards greenspace provision in compact urban milieu. Land Use Policy, 29(3), 577–586. https://doi.org/10.1016/ j.landusepol.2011.09.011
Ma, L. (2017). Performance Management and Citizen Satisfaction with the Government: Evidence from Chinese Municipalities. Public Administration, 95(1), 39–59. https://doi.org/10.1111/padm.12275
Ma, Y., Koondhar, M. A., Liu, S., Wang, H., & Kong, R. (2020). Perceived value influencing the household waste sorting behaviors in rural China. International Journal of Environmental Research and Public Health, 17(17). https://doi.org/10.3390/ijerph17176093
Newburn, D. A., & Berck, P. (2006). Modeling suburban and rural-residential development beyond the urban fringe. Land Economics, 82(4), 481-499. doi: 10.3368/le.82.4.481
Nghiêm-Phú, B. (2016). Country image, country attachment, country loyalty, and life satisfaction of foreign residents in Vietnam. Tourism and Hospitality Research, 16(4), 329–344. https://doi.org/10.1177/1467358415600218
Nguyen, T. M., Nham, P. T., & Hoang, V. N. (2019). The theory of planned behavior and knowledge sharing: A systematic review and meta-analytic structural equation modelling. VINE Journal of Information and Knowledge Management Systems, 49(1), https://doi.org/10.1108/VJIKMS-10-2018-0086
Nunnally, J. C., & Bernstein, I. H. (1978). Psychometric Theory (2nd ed), New York: McGraw-Hill. Semantic Scholar
Ouyang, W., Wang, B., Tian, L., & Niu, X. (2017). Spatial deprivation of urban public services in migrant enclaves under the context of a rapidly urbanizing China: An evaluation based on suburban Shanghai. Cities, 60, 436–445. https://doi.org/10.1016/j.cities.2016.06.004
Özbil, A., Yeşiltepe, D., & Argin, G. (2015). Modeling walkability: The effects of street design, street-network configuration and land-use on pedestrian movement. A/Z ITU Journal of the Faculty of Architecture, 12(3), 189–207.
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41. https://doi.org/10.2307/1251430
Pascanu, I., Hutu, S., Cota, A., Capraru, O., & Pop, R. (2016). Urban versus rural: does the environment count in child development? Environmental Engineering & Management Journal (EEMJ), 15(3). doi: 10.30638/eemj.2016.076
Pham, K., Andereck, K., & Vogt, C. (2019). Local Residents’ Perceptions About Tourism Development. Travel and Tourism Research Association: Advancing Tourism Research Globally, 1–12.
Ravald, A., & Grönroos, C. (1996). The value concept and relationship marketing. European Journal of Marketing, 30(2), pp. 19-30.
Requena, F. (2016). Rural–urban living and level of economic development as factors in subjective well-being. Social Indicators Research, 128(2), 693-708. https://doi.org/10.1007/s11205-015-1051-1
Ren, X., Tang, J., & Cai, J. (2021). A comfortable soundscape perspective in acoustic environmental planning and management: a case study based on local resident audio-visual perceptions. Journal of Environmental Planning and Management, 1–28.
Song, Z., Su, X., & Li, L. (n.d.). The Indirect Effects of Destination Image on Destination Loyalty Intention Through Tourist Satisfaction and Perceived Value: The Bootstrap Approach Journal of Travel & Tourism Marketing, 30(4). https://doi.org/10.1080/10548408.2013. 784157
Sørensen, J. F. (2014). Rural–urban differences in life satisfaction: Evidence from the European Union. Regional Studies, 48(9), 1451-1466. https://doi.org/10.1080/00343404.2012.753142
Sumaedi, S., Bakti, I. G. M. Y., Rakhmawati, T., Astrini, N. J., Widianti, T., & Yarmen, M. (2016). Factors influencing public transport passengers’ satisfaction: a new model. Management of Environmental Quality: An International Journal, 27(5), https://doi.org/10.1108/MEQ-05-2015-0084
Urban Institute & International City Management Association. (1974). Measuring the Effectiveness of Basic Municipal Services: Initial Report. The Urban Institute, The Urban Institute, Washington, D.C.
Vieira, E. W. R., & Dutra, I. R. (2020) Urban-rural disparity in health services utilization in a small municipality. Rev Rene, 21. DOI: https://doi.org/10.15253/2175-6783.20202142458
von Wirth, T., Grêt-Regamey, A., Moser, C., & Stauffacher, M. (2016). Exploring the influence of perceived urban change on residents’ place attachment. Journal of Environmental Psychology, 46, 67–82. https://doi.org/10.1016/j.jenvp.2016.03.001
Wang, C., Zhan, J., & Xin, Z. (2020). Comparative analysis of urban ecological management models incorporating low-carbon transformation. Technological Forecasting and Social Change, 159(June), 120190. https://doi.org/10.1016/j.techfore.2020.120190
Yu, E., & Kim, J. (2020). The relationship between self-city brand connection, city brand experience, and city brand ambassadors. Sustainability, 12(3). https://doi.org/10.3390/ su12030982
Zheng, J., & An, R. (2015). Satisfaction with local exercise facility: a rural-urban comparison in China. Rural and remote health, 15(2), 147-157. https://search.informit.org/doi/10.3316/informit.203267102082156
Published
2022-03-10
How to Cite
Ochoa-Rico, M.-S., Concha-Bucaram, A., Romero-Subia, J., Sorhegui-Ortega, R., & Vergara-Romero, A. (2022). Análisis de la Satisfacción Ciudadana desde la perspectiva de los Servicios Públicos en Zonas Urbanas. Amazonia Investiga, 11(50), 245-259. https://doi.org/10.34069/AI/2022.50.02.23
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