Percepción de calidad de servicios públicos en la ciudad de Machala, Ecuador
Abstract
En este artículo se analiza la percepción de calidad de servicios públicos a nivel del GAD de la ciudad de Machala. Los servicios vistos como bienes públicos son de dos tipos: consumo e inversión, los primeros se refieren a fuentes asistencialistas y los segundos al gasto relacionado con activos que permiten la mejora de la competitividad sistémica. En esta investigación correlacional y explicativa se preparó una encuesta aplicada a 421 habitantes de las 8 parroquias de la ciudad de Machala para perfilar la oferta de servicios públicos en esa localidad y evaluar la percepción de calidad. Los resultados demuestran que el 49% de machaleños consideran que reciben servicios de baja calidad en las cinco dimensiones evaluadas. Se concluye que el mayor gasto en bienes de inversión estatales impulsados desde mediados de la década pasada no han sido percibidos como suficientes para mejorar la función de utilidad social de la población de Machala.
References
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Suzuki, K., & Demircioglu, M. (2020). Is impartially enough? Government impartially and citizens´ perception of public service quality. Governance, 34, 727-764. https://doi.org/10.111/gove.12527
Urdaneta, A., González Ordóñez, A., Luciani Toro, L., & Borgucci, E. (2019). Valor Agregado y Nivel Competitividad de las Pymes en el Cantón Machala. Ecuador. Visionario Digital, 3(2), 245-265. https://doi.org/10.33262/visionariodigital.v3i2.422
Walsh, K. (1991). Quality and public services. Public Administration, 69(4), 503-514. https://doi.org/10.111/j.1467-9299.1991.tb00917.x
Williamson, P., Wan, F., Yin, E., & Lei, L. (July-Septemer 2020 de 2020). Is disruptive innovation in emerging economies different? Evidence from China. Journal of Engineering and Technology Management, 57. https://doi.org/10.1016/j.jengtecman.2020.101590
Aucoin, P. (2012). New political governance in Westminster systems: Impartial public administration and management performance at risk. Governance, 25(2), 177-199. https://doi.org/10.1111/j.1468-0491.2012.01569.x
Carranza, C., & Cisneros, M. (2014). Hacia un sistema de protección social más inclusivo en Ecuador. Políticas Sociales, 85. https://www.ecuadorencifras.gob.ec/documentos/web-inec/POBREZA/2019/Diciembre-2019/20192_PobrezayDesigualdad.pdf
Chatterjee, S., & Ghosh, S. (2011). The dual nature of public goods and congestion: the role of fiscal policy revisited. Canadian Journal of Economics , 44(4), 1471-1496. https://doi.org/10.1111/j.1540-5982.2011. 01681.x
Chica-Olmo, J., Gachs-Sánchez, H., & Lizarraga, C. (2018). Route effect on the perception of public transport services quality. Transport Policy, 67, 40-48. https://doi.org/10.1016/j.tranpol.2017.03.024
Clifton, J., Fernández-Gutiérrez, M., & García-Olalla, M. (2017). Including vulnerable groups in financial services: Insights from consumer satisfaction. Journal of Economic Policy Reform, 20(3), 214-237.
Crandall, R., & Ellig, J. (1997). Economic Deregulation and Customer Choice: Lesson for the Electicity Industry. (G. M. University, Ed.) The Center for Market Processes.
Fernández-Carro, R., & Lapuente, V. (2016). The Emperor´s clothes and the Pied Piper: Bureaucracy and scientific productivity. Science and Public Policy, 43(4), 546-561.
Global Development Policy Center- GDPC (2021). Comparative Economic Systems: Capitalism and Socialism in the 21st Century. Boston: Boston University. https://www.bu.edu/eci/files/2021/08/Comparative-Economic-Systems.pdf
Herd, P., & Moyniham, D. (2019). Administrative burden: Policymaking by others means. Russell Sage Foundation.
Houthakker, H. (1950). Revelead Preference and the Utility Function. Económica, XVII (1950).
Hsiao, C., & Lin, J. (2008). A study of service quality in public sector. International Journal of Electronic Business Management, 6(1), 29-38.
Hu, L., & Bentler, P. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modelin, 5(1), 1-55. https://doi.org/10.1080/10705519909540118
Mahatme, V. (2018). Travel motivations: Evaluating a measurement scale. 6(9), 41-50.
Mardiyanto, D. (2018). Analysis of community perception of public service quality in office social insurance administration organization of health (BPJS KESEHATAN) Surakarta City. International Journal of Economics, Business and Accounting Research, 2(4). https://journal.stie-.aas.ac.id/index.php/IJEBAR/article/veiw/487/250
Martner, R. (2006). Política fiscal y protección social. Ilpes, 53. https://repositorio.cepal.org/handle/11362/7309
Monsiváis Carrillo, A. (2019). La calidad percibida de los servicios públicos locales y la confianza institucional en México. Región y Sociedad, 31, e1206. https://doi.org/10.22198/rys2019/31/1206
Palacios-Gómez, J. (2014). Revisión y crítica del papel de las expectativas en las escalas para medir la calidad percibida del servicio. Methaodos Revista de Ciencias Sociales, 2(1), 59-71. https://dialnet.unirioja.es/descarga/articulo/4875505.pdf
Parkin, M., & Loria, E. (2010). Microeconomía. Versión para Latinoamérica (Novena ed.). Pearson Educación.
Prakash, G. (2019). Understanding service quality: insights from the literature. Journal of Advances in Management Research, 16(1), 64–90. https://doi.org/10.1108/jamr-01-2018-0008
Samuelson, P. (1954). The pure theory of public expenditure. The review of Economics and Statistics, 36(4), 387-389. http://www.jstor.org/stable/1025895
Schermellleh-Engel, K., Moosbrugger, H., & Muller, H. (May de 2003). Evaluating the fit of structural equation models: Tests of significance and descriptive goodness-of-fit measures. MPR-Online, 8, 23-74.
Singh, J. (2016). Quality of public goods, public policy and human development: A state-wise analysis. Indian Journal of Human Development, 10(2), 1-21. https://doi.org/10.1177/0973703016654537
Social Policy and Development Centre. (2016). Citizens´ perception of public services. Research Report 97. https://gsdrc.org/document-libray/citizens-perceptions-urban-public-services/
Spence, M. (1973). Job Market Signaling. The Quarterly Journal of Economics , 87(3), 355-374. https://doi.org/10.2307/1992010
Stigler, G. (1950). The Development of Utility Theory. Journal of Political Economy, LVIII, 327, 373-396.
Stiglitz, J., & Rosengard, J. (2015). Los fallos del mercado. En La Economía del Sector Público (4ta ed.). Antoni Bosch Editor.
Suzuki, K., & Demircioglu, M. (2020). Is impartially enough? Government impartially and citizens´ perception of public service quality. Governance, 34, 727-764. https://doi.org/10.111/gove.12527
Urdaneta, A., González Ordóñez, A., Luciani Toro, L., & Borgucci, E. (2019). Valor Agregado y Nivel Competitividad de las Pymes en el Cantón Machala. Ecuador. Visionario Digital, 3(2), 245-265. https://doi.org/10.33262/visionariodigital.v3i2.422
Walsh, K. (1991). Quality and public services. Public Administration, 69(4), 503-514. https://doi.org/10.111/j.1467-9299.1991.tb00917.x
Williamson, P., Wan, F., Yin, E., & Lei, L. (July-Septemer 2020 de 2020). Is disruptive innovation in emerging economies different? Evidence from China. Journal of Engineering and Technology Management, 57. https://doi.org/10.1016/j.jengtecman.2020.101590
Published
2023-12-06
How to Cite
Urdaneta Montiel, A. J., López Vera, J. G., & Borgucci García, E. V. (2023). Percepción de calidad de servicios públicos en la ciudad de Machala, Ecuador. Revista Venezolana De Gerencia, 28(10), 1329-1350. https://doi.org/10.52080/rvgluz.28.e10.28
Section
Artículos
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