Can user perception influence the quality of water services? Evidence from León, Nicaragua
By: VÁSQUEZ, Willian F
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Contributor(s): TRUDEAU, Jennifer | FRANCESCHI, Dina.
Material type: 
ArticlePublisher: Sage, sept. 2011Subject(s): Serviço Público | Prestação de Serviços | Satisfação do Cliente | Retroalimentação | Nicarágua | América LatinaInternational Review of Administrative Sciences 77, 3, p. 481-504Abstract: This article investigates the validity of citizen feedback to evaluate the quality of water services in León, Nicaragua. Using generalized ordered logit models, this study presents a comprehensive evaluation of user satisfaction from water service characteristics. Potential asymmetries in the response of user satisfaction to relative perception of service performance are also investigated. Findings indicate that citizen satisfaction is based on basic service characteristics rather than socio-demographics, and that relativity matters. Users tend to overemphasize their frustration if they perceive that they have lower quality of water services than their peers, and understate their satisfaction if they perceive that they have better services
This article investigates the validity of citizen feedback to evaluate the quality of water services in León, Nicaragua. Using generalized ordered logit models, this study presents a comprehensive evaluation of user satisfaction from water service characteristics. Potential asymmetries in the response of user satisfaction to relative perception of service performance are also investigated. Findings indicate that citizen satisfaction is based on basic service characteristics rather than socio-demographics, and that relativity matters. Users tend to overemphasize their frustration if they perceive that they have lower quality of water services than their peers, and understate their satisfaction if they perceive that they have better services
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