Resumen

GUTIERREZ RODRIGUEZ, Pablo; VAZQUEZ BURGUETE, José Luis  y  CUESTA VALINO, Pedro. Evaluation of factors that determine the quality of local public services: an analysis of citizens' perceptions and their repercussions regarding satisfaction and credibility. Innovar [online]. 2010, vol.20, n.36, pp. 139-156. ISSN 0121-5051.

The search for factors that determine the quality of public services facilitates provision of those services to the citizenry, when and where they need them. This work aims to contribute to improving the relationships between small local public administrations and citizens through analysis of the relation between quality and satisfaction, in addition to examining how they are related to the credibility that the users of these services perceive in those institutions. Using opinions expressed by citizens, the results obtained allow us to propose a series or public policies and proposals to improve the quality of services of administrations that have a direct impact on satisfaction and credibility.

Palabras llave : Quality of service; satisfaction; citizens; public policies.