Calidad de los servicios públicos (agua, vialidad y limpieza) y la satisfacción de los usuarios de la ciudad de Manta.

Abstract

The purpose of the present research is to describe the relationship that exists between the quality of public services and the satisfaction of users of the city of Manta, a quantitative approach methodology with a cross-sectional non-experimental design was applied, with a sample of 385 people. of the city of Manta, to be able to collect information on the quality of public services and user satisfaction. The procedure that was applied was a survey consisting of 31 questions, which were accepted by the expert and its reliability demonstrated a Cronbach's alpha of 0.935, in which a Likert scale was reflected as an instrument, where the data obtained were processed. in the SPSS program and are presented through data, figures. We determined the analyzed result, which indicates the relationship of the variables determined by Spearman's Rho, so a correlation coefficient of r=0.456 was obtained, which means that there is a weak positive correlation in the quality of public services. To satisfy the users, it is also mentioned that the level of significance is p= 0.01 is less than 0.05, indicating that the null hypothesis is rejected, therefore, the alternative is accepted. The result that has been obtained determines that the municipality as the main head must look for alternatives or ideas to solve and improve in the future each of the managements within public services, which we refer to as investigated such as water, functionality and cleanliness to meet the satisfaction of users of the City of Manta.