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Determinant Factors of Satisfaction with Public Services in Spain
Author(s) -
Alemán Roxana,
GutiérrezSánchez Ramón,
LiébanaCabanillas Francisco
Publication year - 2018
Publication title -
australian journal of public administration
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.524
H-Index - 41
eISSN - 1467-8500
pISSN - 0313-6647
DOI - 10.1111/1467-8500.12252
Subject(s) - marketing , public opinion , perception , public sector , service (business) , key (lock) , multivariate statistics , public relations , public service , business , public sector marketing , multivariate analysis , marketing research , political science , computer science , psychology , business marketing , business to government , politics , computer security , neuroscience , machine learning , law
The concept of marketing has evolved significantly, as have its applications in various sectors, including services. Diverse opinions have been expressed for and against the use of marketing techniques in public administration. In this paper, we present a conceptual and methodological review of the main contributions made by marketing to the public sector, measuring variables and related concepts that determine public satisfaction with public services. These elements, termed key drivers of opinion, were measured by reference to the information provided by the Spanish Sociological Research Centre (CIS), and provide an alternative way to display and analyse the data of interest, through perception models and figures using multivariate factor analysis. In this study, the components or factors containing the main drivers of opinion were found to be, on the one hand, commitment to efficient service, and on the other, user convenience.