Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities

Authors

  • Jean Claude Mbassi University of Douala
  • Axel Dieudonné Mbarga University of Douala
  • Richard Nkene Ndeme University of Yaounde II

DOI:

https://doi.org/10.33423/jmdc.v13i3.2242

Keywords:

Marketing Development, Public Service Quality, Citizen-client’ Satisfaction, Municipality

Abstract

The purpose of this study is to identify, describe and evaluate the link between public service quality and citizen-client’s satisfaction in local municipalities. The work is based on the revisited SERVQUAL model. A quantitative research is carried out through a questionnaire administered to 1,427 users of local public services in 21 councils. Two layers of analysis are carried out. First, an exploratory and confirmatory factor analysis. Second an analysis through structural equations. Results show that all aspects of service quality do not contribute identically to users ‘satisfaction.

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Published

2019-09-11

How to Cite

Mbassi, J. C., Mbarga, A. D., & Ndeme, R. N. (2019). Public Service Quality and Citizen-Client’s Satisfaction in Local Municipalities. Journal of Marketing Development and Competitiveness, 13(3). https://doi.org/10.33423/jmdc.v13i3.2242

Issue

Vol. 13 No. 3 (2019)

Section

Articles

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