La espiral de la credibilidad en los modelos de calidad de las administraciones públicas locales

Pablo Gutiérrez Rodríguez, José Luis Vázquez Burguete, José Luis Placer Galán

Resumen


En el actual contexto de las administraciones públicas locales, sometidas a un proceso de modernización y actualización constante en los últimos años, el concepto de calidad constituye el principal instrumento para la búsqueda del progreso de los servicios y de la competitividad. Dentro de este marco, es necesario conocer los factores determinantes de la calidad del servicio público local percibido por los ciudadanos y la repercusión de ésta sobre la satisfacción y la credibilidad. Consecuencia de la relación existente entre las variable mencionadas, la credibilidad se configura como elemento de medida de los resultados procedentes de la aplicación de las diferentes política públicas y como elemento acelerador del proceso de mejora de la calidad de estas entidades públicas.

Nowadays public administrations are involved in a constant process in terms of modernization of theirs structures and updating, the concept of quality is the mainly instrument for looking for progress in services and competitiveness. Within the public sector framework, it’s necessary to know factors that determine perceived service quality in local governments by citizens and relationship between quality and satisfaction. As a result of this correspondence, credibility is going to be the element for measuring results from different public politics applied and like an accelerator for improving quality process in public organizations.

Palabras clave


Calidad; Servicio público; Satisfacción; Credibilidad; Gobiernos locales; Ciudadano

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DOI: http://dx.doi.org/10.18002/pec.v0i2010.762

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