Analysis of Citizen Satisfaction from the Perspective of Public Services in Urban Areas

This research proposes an analysis of citizen satisfaction and the level of territorial attachment of the urban population through the causal relationships of expected quality - perceived quality - perceived value - satisfaction - loyalty in the dimensions of territorial planning, provision of public services, and environmental management. This work constitutes a scientific tool for future research and serves as a basis for decision-making in public policy. Warp-PLS 7.0 software was used to design a structural equation model based on surveys applying the American Customer Satisfaction Index (ACSI) to evaluate the five proposed hypotheses. The questions questionnaire was addressed to a simple random sample of 550 citizens, obtaining answers from 521. The results suggest a positive and significant relationship between the perceived value, satisfaction, and loyalty of the citizen. This research adds a moderating effect of perceived quality in territorial and planning, provision of public services, and environmental management on the causal relationship perceived value - satisfaction. The study shows that the policies exercised by public managers have a significant influence on citizen satisfaction.