The effects of nationality of origin on satisfaction : an application for the public service of social housing
By: MARZO-NAVARRO, M
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Contributor(s): PEDRAJA-IGLESIAS, M | RIVERA-TORRES, P.
Material type: 
ArticlePublisher: Oxfordshire : Routledge, July/Aug. 2010Total Quality Management & Business Excellence 21, 7-8, p. 849-862Abstract: The public administrations are implementing quality systems that require analysing citizen satisfaction. The demand for services is increasing from a growing segment of the population: immigrants. This work seeks to fulfill two objectives: determine the elements that have an impact on citizen satisfaction with a public service and analyse if there are differences in these elements depending on the nationality of the citizen demanding the service. The results show that citizen satisfaction is determined by the personnel and by the tangible elements. Moreover, the personnel element has a greater effect on satisfaction when the citizen is a foreigner
The public administrations are implementing quality systems that require analysing citizen satisfaction. The demand for services is increasing from a growing segment of the population: immigrants. This work seeks to fulfill two objectives: determine the elements that have an impact on citizen satisfaction with a public service and analyse if there are differences in these elements depending on the nationality of the citizen demanding the service. The results show that citizen satisfaction is determined by the personnel and by the tangible elements. Moreover, the personnel element has a greater effect on satisfaction when the citizen is a foreigner
Volume 21
Numbers 7-8
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