Citizen satisfaction with municipal public services in contexts of structural constraints: comparative evidence from Mexico
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Abstract
Municipal public services constitute one of the main points of contact between citizens and local government, particularly in contexts characterized by structural constraints. This study aimed to analyze and compare citizen satisfaction, as empirically estimated through the evaluations provided by users of municipal public services in Acapulco de Juárez and Ometepec, Guerrero, taking into account the contextual differences between the two municipalities and identifying patterns of association among the dimensions assessed. A quantitative approach was employed, using a non-experimental, cross-sectional, descriptive-correlational design. A 30-item questionnaire organized into five dimensions—water and sanitation, urban infrastructure, waste management, community services, and public safety and traffic—was administered to 283 participants. Overall ratings were low in Acapulco de Juárez (mean = 2.24) and medium in Ometepec (mean = 2.57). The results reveal a gap between infrastructure availability and the assessment of aspects related to the operation, maintenance, and responsiveness of services. Spearman’s rho analysis identified positive associations among the dimensions, with predominantly moderate magnitudes and a strong association between community services and public safety and traffic in Ometepec (rs = .729). The findings suggest that citizens’ experiences of public services are interrelated and that their evaluation reflects not only service coverage but also the continuity and day-to-day functioning of municipal services.
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