Service quality in the municipal public sector: a case study in San Jacinto de Buena Fe using the SERVQUAL model

Abstract

Introduction: The quality of service in public administration is essential to improve citizen satisfaction and strengthen trust in institutions. In this context, the Decentralized Autonomous Government (GAD) of San Jacinto de Buena Fe, in the province of Los Ríos, Ecuador, faces the challenge of providing an efficient and accessible service that meets the expectations of users. Objectives: This study aimed to evaluate the quality of service in GAD using the SERVQUAL model, focusing on identifying gaps between users' expectations and perceptions in five key dimensions: tangibility, reliability, responsiveness, security, and empathy. Methodology: quantitative and descriptive, applying a SERVQUAL questionnaire to a representative sample of users. The reliability of the questionnaire was checked with a Cronbach's alpha of 0.89, ensuring the consistency of the dimensions. Results: The main results revealed a significant gap in tangibility (-0.63), which suggests a negative perception regarding the modernity of the facilities and equipment of the GAD. The dimensions of reliability and responsiveness also showed significant gaps (0.53), indicating the need for improvement in the punctuality and speed of service. Security obtained a gap of -0.51, while empathy showed the smallest gap (-0.40), reflecting a positive perception in the personalized treatment. Conclusions: In conclusion, the research suggests improvements in infrastructure, speed of service, and data protection, while preserving the empathetic approach, which constitutes a strength of the GAD in the user experience. General area of study: Social and economic sciences. Specific area of study: Quality of service. Type of item: original.