Citizens Satisfaction with Local Governments in Argentine: Key Predictors

Abstract

The causes which influence the Citizens Satisfaction with Local Governments may be direct or indirect, and for this reason much research has been developed with the objective to discover a model or methodology. For this work was taken as a measurement instrument to collect data a questionnaire based on a model that adapts to the data from an integrated between the European Consumer Satisfaction Index  (ECSI) (Eklöf, 2000) and the ECSI revised Chenn (Chenn, 2009) as a representation of domain knowledge. With a structured interview card and pre-coded, the sample design adopted was probabilistic multistage cluster with selectable final drive to set quotas for sex, age and area. We selected surveyed between over 18 years citizens of Tandil (Argentine) of 123,000 inhabitants. This city divided into zones based on socioeconomic characteristics and obtained 401 valid questionnaires. We found that the model explained 65% of citizen satisfaction and 55% of the loyalty of the same with the local leadership.