Resumo

VERGARA SCHMALBACH, JUAN CARLOS  e  MAZA AVILA, FRANCISCO JAVIER. VALUATION OF DOMESTIC PUBLIC SERVICES IN CARTAGENA DE INDIAS (COLOMBIA). Rev.fac.cienc.econ. [online]. 2017, vol.25, n.1, pp.95-103. ISSN 0121-6805.  https://doi.org/10.18359/rfce.2656.

The aim of this paper is to assess the quality of public services in the city of Cartagena de Indias (Colombia), and its effects on the level of satisfaction of its inhabitants. For this a Partial Least Squares technique (PLS) was applied to the data on the perception of the quality of public utilities (power, water and sewer, telephone, internet and natural gas), obtained from a survey; and used in a representative selection of 250 families of the 15 communes of Cartagena de Indias (specifically adults responsible for the payment of public services) using a Stratified Random Sampling. The results showed strong correlations between perceptions of quality and satisfaction of the people of Cartagena against domestic services, as well as perceptions of quality and overall satisfaction; the latter related to the valuation of all public services received by the people of Cartagena, regardless of gender, age, education level or socioeconomic status.

Palavras-chave : Public services; Perceptions; Satisfaction; Households; Partial Least Squares.

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