Analysis of Citizen Satisfaction in Municipal Services

Citizen demand for quality public services is increasing, and improvements in the provision of affect citizen satisfaction loyalty. This research to evaluate citizens’ loyalty municipal officials on provided by municipality. The measurement made through a household-level survey, with sample 428 valid questionnaires, rural parish Tengel Guayaquil, following American Customer Satisfaction Index (ACSI). study used Warp-PLS 7.0 software structural equation model seven hypotheses raised. A new component included this research: effect perceived areas value ratio overall satisfaction. results obtained allowed us observe that elected depends administration areas. In addition, modulates at different levels relationships between Areas improvement such as police, firefighters, veterinary services, parking address information were identified. findings would allow local administrators take action improve order maintain citizens.