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These studies suggest that higher service quality in municipalities generally leads to increased external user satisfaction.
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The relationship between service quality and external user satisfaction in municipalities is a critical area of study, particularly as local governments strive to improve public services and enhance citizen satisfaction. This synthesis examines various research findings to understand how service quality impacts user satisfaction in the context of municipal services.
Service Quality as an Antecedent to Satisfaction:
Multidimensional Nature of Service Quality and Satisfaction:
Impact of Specific Quality Dimensions:
Curvilinear Relationship Between Service Use and Satisfaction:
Role of Service Fairness:
Influence of Relationship Quality:
The research consistently shows that service quality is a fundamental determinant of user satisfaction in municipal services. Both constructs are multidimensional and should be measured accordingly. Specific quality dimensions and the fairness of service delivery significantly impact satisfaction levels. Additionally, the relationship between service use and satisfaction can be complex, often exhibiting a curvilinear pattern. Effective management and relationship quality further enhance the positive impact of service quality on user satisfaction. Municipalities aiming to improve citizen satisfaction should focus on enhancing service quality across various dimensions and ensuring fair and effective service delivery.
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