User Perception and Satisfaction in Municipal Public Services: Case of Pasaje Canton
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Abstract
The purpose of this article is to analyze the perception and level of satisfaction of citizens regarding municipal public services in the Pasaje Canton, with the aim of identifying the level of satisfaction and detecting areas that require improvement. To achieve this, a descriptive and correlational methodology was employed, with a mixed approach (qualitative and quantitative) and a non-experimental design. Data collection was carried out through a structured survey based on the SERVQUAL model, which evaluates service quality across five dimensions: tangibility, reliability, responsiveness, assurance and empathy. Each dimension was measured using specific items applied to a representative sample of 382 citizens from Pasaje. The results showed an overall satisfaction level reached 67.08%, indicating a moderately positive perception among users. However, significant gaps were identified between expectations and actual perceptions, with an average difference of -2.3041, highlighting that the services are not fully meeting expectations. The highest-rated dimension was assurance, while responsiveness received the lowest score. Consequently, the study emphasizes the need to strengthen institutional empathy, optimize services processes, and adopt more dynamic evaluation models. These findings provide a solid foundation for the Municipality of Pasaje to direct is efforts toward a more efficient, responsive, and citizen-centered public management approach that real needs of the community.
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Karen Adriana Villegas-Salazar, Universidad Técnica de Machala - Ecuador
https://orcid.org/0009-0000-2733-8157
Student of Business Administration at the Technical University of Machala. Currently, I am developing my degree work, focused on the Perception and Satisfaction of the user in the Municipal Public Services: Canton Pasaje Case. Through my academic training I have acquired knowledge in data analysis, survey elaboration and research fundamentals.
Shayrin Anabelle Zaruma-Once, Universidad Técnica de Machala - Ecuador
https://orcid.org/0009-0000-5122-2699
Final-year student in the Business Administration program at the Technical University of Machala. I am currently developing my article, focusing on User Perception and Satisfaction in Municipal Public Services: The Case of Pasaje Canton. My professional focus is on innovation and the implementation of continues improvement strategies.
Wilton Eduardo Romero-Black, Universidad Técnica de Machala - Ecuador
https://orcid.org/0000-0001-5200-1361
Industrial Engineer, Research Professor at UTMACH, Professor of Quality Management, Production Management, and Environmental Management; PhD in Environmental Science and Technology from A Coruña, Spain; Manager of Community Engagement Projects; Industrial Technical Advisor with five years of experience in the industrial sector, 12 years in education, and more than 30 investigations in the area of knowledge
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