Calidad de atención y satisfacción del usuario en el GAD Montecristi.

Abstract

Service quality and user satisfaction are essential in public services, influencing citizens' perceptions and trust. This study aimed to evaluate and enhance user service quality at GAD Montecristi by identifying factors influencing user satisfaction and proposing effective recommendations and solutions to strengthen the relationship between the GAD and its citizens. Methodology: The research draws on theoretical models by Brady and Cronin (2001) and SERVPERF by Cronin and Taylor (1992), assessing service quality perception and user satisfaction through a structured survey of municipal service users. Dimensions such as staff friendliness, physical environment, service effectiveness, empathy, reliability, safety, and responsiveness were addressed. Results: Significant dissatisfaction was revealed in key areas. 32.5% of users perceived staff friendliness and empathy as very unsatisfactory. Regarding the physical environment, although 43.8% rated it positively, 13.8% expressed dissatisfaction. Service effectiveness and meeting expectations received very unsatisfactory ratings from 41.3% of respondents. In terms of communication and personalized treatment, 20% of users were dissatisfied, while 28.8% found it satisfactory.Dissatisfaction in areas like staff friendliness and service effectiveness suggests the need for significant improvements to enhance user satisfaction. Despite some positive aspects, it is crucial for GAD Montecristi to address these deficiencies to improve citizens' perceptions and trust in its public services.