Evaluation of factors that determine the quality of local public services: An analysis of Citizens' perceptions and their repercussions regarding stisfaction and credibility;Valoración de los factores determinantes de la calidad del servicio público local: Un análisis de la percepción de los ciudadanos y sus repercusiones sobre la satisfacción y credibilidad

Innovar

Volumn 20, Issue 36, 2010, Pages 139-156

  Rodríguez, Pablo Gutiérrez ^a   Burguete, José Luis Vázquez ^a   Valiño, Pedro Cuesta ^b  

^a Universidad de León   (Colombia)

^b UNIVERSITY OF ALCALÁ   (Spain)

Author keywords

Citizens; Public policies; Quality of service; Satisfaction

Indexed keywords

EID: 79953746105     PISSN: 01215051     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (79)

1. Andaleeb, S. S. (1995). Dependence Relations and the Moderating Role of Trust: Implications for Behavioral Intentions in Marketing Channels. International Journal of Research in Marketing, 12, 157-72.
2. Anderson, E., Lodish, L. & Weitz, B. (1987). Resource Allocation Behavior by Channel Members. Journal of Marketing Research, 24(1), 85-97.
3. Anderson, E. W., Fornell, C. & Lehmann, D. (1994). Customer Satisfaction, Market Shared and Profitability: Fiding frow Sweden. Journal of Marketing, 58(3), 53-66.
4. Anderson, J. C. & Narus, J A. (1990). A Model of Distribution Firm and Manufacturer Firm Working Partnerships. Journal of Marketing, 54(1), 42-58.
5. Asensio, P. (2008). Marketing municipal. Madrid: Díaz de Santos.
6. Asubonteng, P. & McCleary, K. J. (1996). SERVQUAL Revisited: A Critical Review of Service Quality. Journal of Services Marketing, 10(6), 62-81.
7. Baker, L.; Wagner, T.H. & Singer, S. (2003). Use of the Internet and Email for Health Care Information Results from a National Survey. Journal of the American Medical Association. 289(18): 2400-2406.
8. Baker, J. A. & Lamb, C. W. Jr. (1993). Managing Architectural Design Service Quality. Journal of Professional Services Marketing, 10(1), 89-106.
9. Barclay, D., Higgins, C. & Thompson, R. (1995). The Partial Least Squares (PLS) Approach to Causal Modelling: Personal Computer Adoption and Use as an Illustration. Technology Studies, Special Issue on Research Methodology, 2(2), 285-309.
10. Bou Llusar, J. C. (1997). Influencia de la calidad percibida sobre la competitividad: análisis de los efectos "vía demanda". Tesis no publicada. Universidad Jaime I. Facultad de CC. EE. Y EE. Castellón.
11. Cervera, A. (1999). Marketing y Orientación al Mercado de la Administración Pública Local. Institució Alfons el Magnànim. Diputació de València. Valencia.
12. Chías, J. (1995). Marketing público. Aravaca: McGraw-Hill.
13. Chin, W. W. (1998). The Partial Least Squares Approach For Structural Equation Modeling. En Modern Methods for Business Research (pp. 295-336). Mahwah, NJ: Lawrence Erlbaum Associates.
14. Coulter, K. & Coulter, R. (2002). Determinants of Trust in a Service Provider: the Moderating Role of Length of Relationship. Journal of Services Marketing, 16(1), 35-50.
15. Cronin, J. J. Jr. & Taylor, S. A. (1992). Measuring Service Quality: A Reexamination and Extension. Journal of Marketing, 56(3), 55-68.
16. Crosby, L. A.; Evans, K. R. & Cowles, D. (1990). Relationship Quality in Services Selling: an Interpersonal Influence Perspective. Journal of Marketing, 54(3), 68-81.
17. Dalrymple, J. F., Donnelly, M., Wisniewski, M. & Curry, A. C. (1995). Measuring Service Quality in Local Government. En Proceedings of the First World Congress on TQM (pp. 263-266). Londres: Chapman and Hall.
18. De Wulf, K. & Odekerken-Schröder, G. (2003). Assessing the Impact of a Retailers Relationship Efforts on Consumer Attitudes and Behaviour. Journal of Retailing and Consumer Services, 10(2), 95-108.
19. DeSarbo, W. S., Huff, L., Rolandelli, M. M. & Jungwhan, C. (1994). On the Measurement of Perceived Service Quality. A Conjoint Analysis Approach. In: Service Quality. New Directions in Theory and Practice (pp. 201-222). California: SAGE Publications Inc. ThousandOaks.
20. Donnelly, M. & Shiu, E. (1999). Assessing Service Quality and its Link with value for money in UK Authority's Housing Repairs Service Using the SERVQUAL Approach. Total Quality Management, 10 (4/5), 498-506.
21. Donnelly, M., Wisniewski, M., Dalrymple, J. F. & Curry, A. C. (1995). Measuring Service Quality in Local Government: the Servqual Approach. International Journal of Public Sector Management, 8(7), 15-20.
22. Dotchin, J. A. & Oakland, J. S. (1992). Theories and Concepts in Total Quality Management. Total Quality Management, 3(2), 133-145.
23. Eiglier, P. & Langeard, E. (1987). Servuction. París: McGraw-Hill.
24. Epstein, J. (1991). Servicios públicos: trabajar para el consumidor. Dublín: Fundación Europea para la Mejora de las Condiciones de Vida y de Trabajo.
25. Fernández Barcalá, M. (2000). Validación de Servqual como instrumento de medida de la calidad de servicio bancario. Revista Europea de Dirección y Economía de la Empresa, 9(1), 57-70.
26. Fornell, C. (1982). A Nacional Customer Satisfaction Barometer: The Swedish Experience. Journal of Marketing, 56(1), 6-21.
27. Fornell, C. & Larker, D. F. (1981). Evaluating Structural Equation Models with Unobservable Variables and Measurement Error. Journal of Marketing Research, 18(1), 39-50.
28. Ganesan, S. (1994). Determinants on Long-term Orientation in Buyer-Seller Relationship. Journal of Marketing, 58(2), 1-19.
29. García, G., Gil, J. & Rodríguez, G. (2000). Análisis factorial. Madrid: La Muralla.
30. Gaster, L. (1996). Quality Services in Local Government: a Bottom-Up Approach. Journal of Management Development, 15(2), 80-96.
31. Geisser, S. (1974). A Predictive Approach to the Random Effects Model. Biometrica, 61, 101-107.
32. Geyskens, I., Steenkamp, J. & Kumar N. (1998). Generalizations about Trust in Marketing Channel Relationships Using Meta-analysis. International Journal of Research in Marketing, 15, 223-248.
33. Gil, I. (1996). La evaluación de la calidad de servicio percibida y las limitaciones de la herramienta Servqual. Revista Europea de Dirección y Economía de la empresa, 5(2), 19-32.
34. Grönroos, C. (2007). Service Management and Marketing. Customer Management in Service Competition. Chichester: John Wiley & Sons.
35. Gutiérrez, P. & Jorge, M. (2008). El desarrollo de políticas públicas locales como garantes de la satisfacción de los ciudadanos. Madrid: Fundación Alternativas.
36. Gutiérrez, P., Vázquez, J. L., Vaughan, R. & Edwards, J. (2009). Quality dimensions in the public sector: municipal services and citizen's Perception. International Review on Public and Nonprofit Marketing, 6 (1), 75-90.
37. Hair, J. F., Andeson, R. E., Tatham, R. L. & Black, W. C. (1999). Análisis multivariante. Madrid: Prentice Hall.
38. Hoffman, D. & Bateson, J. (2002). Essentials of Services Marketing. Fort Worth, TX: Harcourt College Publishers.
39. Hunt, H. K. (1977). CS/D- Overview and Future Research Directions. En H. Keith Hunt (Ed.), Conceptualization and Maesurement of Consumer Satisfaction and Dissatisfaction (pp. 455-488). Cambridge, MA: Marketing Sciencie Institute.
40. Kandampully, J. & Suhartanto, D. (2000). Customer Loyalty in the Hotel Industry: the Role of Customer Satisfaction and Image. International Journal of Contemporary Hospitality Management, 12(6), 346-351.
41. Kotler, P. & Lee, N. (2007). Marketing en el sector público. Madrid: Prentice Hall. (Original en inglés, 2006).
42. Larzelere, R. & Huston, T. (1980). The Dyadic Trust Scale: Toward Understanding Interpersonal CONF in Close Relationships. Journal of Marriage and the Family, 42(3), 595-604.
43. Lewis, B. R. & Mitchell, V.W. (1990). Defining and Measuring the Quality of Customer Service. Marketing Intelligence and Planning, 8(6), 11-7.
44. López, J. & Gadea, A. (1995). Servir al ciudadano. Gestión de la calidad en la administración pública. Barcelona: Eds. Gestión 2000.
45. Lovelock, C. & Wirtz, J. (2006). Services Marketing. New Jersey: Prentice Hall.
46. Mayer, R., Davis, J. & Shoorman, F. (1995). An Integrative Model of Organizational Trust. Academy of Management Review, 20(3), 709-734.
47. Méndez, J. M. (1996). Servicios municipales: análisis de situación y líneas de mejora sugeridas. Barcelona: Diputación de Barcelona, Papers de Formación Municipal, 25.
48. Meunier, B. (1993). La gerencia de las organizaciones no comerciales. Madrid: Ministerio para las Administraciones Públicas.
49. Morgan, R. & Hunt, S. (1994). The Commitment - Trust Theory of Relationship Marketing. Journal of Marketing, 58(3), 20-38.
50. Nel, D. & Pitt, L. (1993). Service Quality in a Retail Environment: Closing the Gaps. Journal of General Management, 18(3), 37-56.
51. Oliver, R. L. (1980). A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions. Journal of Marketing Research, 17(4), 460-469.
52. Oliver, R. L. (1981). Measurement and Evaluation of Satisfaction Processes in Retail Settings. Journal of Retailing, 57, 25-48.
53. Oliver, R. L. (1993). A Conceptual Model of Service Quality and Service Satisfaction: Compatible Goals, Different Concepts. En Advances in Services Marketing and Management: Research and Practice (pp. 65-85). Vol. 2, Connecticut: JAI Press Inc. Greenwich.
54. Oliver, R. L. (1997). Satisfaction: A Behavioral Perspective on the Consumer. New York: Irwin/McGraw- Hill.
55. Parasuraman, A., Zeithaml, V. A. & Berry, L. L. (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing, 49(4), 41-50.
56. Pérez Iñigo, C. & Moro, I. (1992). Calidad total en los servicios públicos y en la empresa. Madrid: Ministerio para las Administraciones Públicas.
57. Rivard, S., Poirier, G., Raymond, L. & Bergeron, F. (1994). Development of a Measure to Assess the Quality of User-Developed Applications. En Nunamaker, J. F. and Sprague, R. H. (Eds.), Proceedings of the Twenty-Seventh Annual Hawaii International Conference on System Sciences, Hawaii, 4, 522-531.
58. Roy, M., Dewit, O. & Aubert, B. (2001). The Impact of Interface Usability on Trust in Web Retailers. Internet Research: Electronic Networking Applications and Policy, 11(5), 388-398.
59. Rust, R.T. & Oliver, R.L. (1994). Service Quality: Insight and Managerial Implications from the Frontier, en Rust, R.T. y Oliver, R.L. (Eds.): Service Quality. New Directions in Theory and Practice, SAGE Publications Inc. Thousand Oaks. California, pp. 1-19.
60. Rust, R. T. & Oliver, R. L. (2000). Should We Delight the Customer? Journal of the Academy of Marketing Science, 28(1), 86-94.
61. Sako, M. & Helper, S. (1997). Determinants of Trust in Supplier Relations: Evidence from the Automotive Industry in Japan and the United States. Journal of Economic Behaviour and Organization, 34(3), 387-417.
62. Santesmases Mestre, M. (2007). Marketing: conceptos y estrategias. Madrid: Ediciones Pirámide.
63. Sancho Royo, D. (1999). Gestión de servicios públicos: estrategias de marketing y calidad. Madrid: Ed. Tecnos.
64. Scott, D. & Shieff, D. (1993). Service Quality Components and Group Criteria in Local Government. International Journal of Service Industry Management, 4(4), 42-53.
65. Senllé, A. (1996). Calidad total en los servicios y en la administración pública. Barcelona: Ed. Gestión 2000.
66. Sirdeshmukh, D., Singh, J. & Sabol, B. (2002). Consumer Trust, Value, and Loyalty in Relational Exchanges. Journal of Marketing, 66(1), 15-37.
67. Steenkamp, J. B. (1989).Stone, M. (1974). Cross validatory choice and assessment of statistical predictions. Journal of the Royal Statistical Society, Series B 36, 111-133.
68. Product Quality: An Investigation into the Concept and How it is Perceived by Consumers. Assen/Maastrich: Van Gorcum.
69. Subirats, J. (1996, feb.-mayo). Gobierno local y políticas públicas. Apuntes en la España de los 90. Revista Valenciana d'Estudis Autonómics, 15, 17-26.
70. Tse, D. K. & Wilton, P. C. (1988). Models of Consumer Satisfaction Formation: An Extension. Journal of Marketing Research, 25(2), 204-212.
71. Van de Walle, S., Van Roosbroek, S. & Bouckaert, G. (2008). Trust in the public sector: is there any evidence for a long-term decline? International Review of Administrative Sciences, 74(1), 47-64.
72. Vázquez, R., Rodríguez, I. & Díaz, A. M. (1996). Estructura multidimensional de la calidad de servicio en cadenas de supermercados: desarrollo y validación de la escala Calsuper. Oviedo: Facultad de Ciencias Económicas y Empresariales. Universidad de Oviedo. Documento de trabajo 119/96.
73. Villoria, M. (1996). Modernización de la administración como instrumento al servicio de la democracia. Madrid: Instituto Nacional de Administración Pública.
74. Wisniewski, M. (2001). Using Servqual to Assess Customer Satisfaction with Public Sector Services. Managing Service Quality, 11(6), 995-1001.
75. Wisniewski, M. & Donnelly, M. (1996). Measuring service Quality in the Public Sector: the Potential for Servqual. Total Quality Management, 7(4), 357-366.
76. Wold, H. (1982). Soft Modeling. The Basic Design and Some Extensions. In: Systems under Indirect Observation (pp. 1-54). Amsterdam: North Holland.
77. Yi, Y. (1990). A Critical Review of Consumer Satisfaction. En Review of Marketing (pp. 68-123). Chicago: American Marketing Association.
78. Zeithaml, V. A. (1992). Calidad total en la gestión de servicios. Madrid: Díaz de Santos.
79. Zeithml, V. A. & Bitner, M. (2002). Marketing de servicios. México: Mc-Graw-Hill. (Original en inglés, 1996).