Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities

Authors

  • Jean Claude Mbassi University of Douala image/svg+xml
  • Axel Dieudonné Mbarga University of Douala image/svg+xml
  • Richard Nkene Ndeme University of Yaounde II

Keywords:

Marketing Development, Public Service Quality, Citizen-client’ Satisfaction, Municipality

Abstract

The purpose of this study is to identify, describe and evaluate the link between public service quality and citizen-client’s satisfaction in local municipalities. The work is based on the revisited SERVQUAL model. A quantitative research is carried out through a questionnaire administered to 1,427 users of local public services in 21 councils. Two layers of analysis are carried out. First, an exploratory and confirmatory factor analysis. Second an analysis through structural equations. Results show that all aspects of service quality do not contribute identically to users ‘satisfaction.

References

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Published

2019-09-11

Issue

Vol. 13 No. 3 (2019)

Section

Articles

How to Cite

Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities. (2019). Journal of Marketing Development and Competitiveness, 13(3). https://articlearchives.co/index.php/JMDC/article/view/4535