Anais
Resumo do trabalho
Administração Pública · Relação Governo-Sociedade: Transparência, Accountability e Participação
Título
CITIZEN SATISFACTION WITH PUBLIC SERVICES: A SYSTEMATIC REVIEW AND RESEARCH AGENDA FOR ADVANCING THEORY AND PRACTICE IN PUBLIC ADMINISTRATION
Palavras-chave
Citizen satisfaction
Digital public services
Public administration
Agradecimento:
Agradecemos à Fundação de Amparo à Pesquisa do Estado do Rio Grande do Sul (FAPERGS) pelo apoio financeiro.
Autores
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Fernanda Dalcin FloresUNIVERSIDADE FEDERAL DE SANTA MARIA (UFSM)
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Renata Pase RavanelloUNIVERSIDADE FEDERAL DE SANTA MARIA (UFSM)
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Juliano Nunes AlvesUNIVERSIDADE FEDERAL DE SANTA MARIA (UFSM)
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Luciana Flores BattistellaUNIVERSIDADE FEDERAL DE SANTA MARIA (UFSM)
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Eliete dos Reis LehnhartUNIVERSIDADE FEDERAL DE SANTA MARIA (UFSM)
Resumo
Introdução
Citizen satisfaction with public services has gained prominence as a key metric for evaluating government performance and guiding improvements in public management. The growing social demand for quality and efficiency in state services, combined with the incorporation of digital technologies, highlights the importance of understanding how users perceive such services. In this context, the present study aims to systematize existing knowledge, identify gaps in the literature, and propose a future research agenda.
Problema de Pesquisa e Objetivo
To map the scientific production on citizen satisfaction with public services, with emphasis on digital delivery, and to propose a research agenda that guides theoretical and practical advancement in the field of Public Administration.
Fundamentação Teórica
Satisfaction is approached through models such as expectation-disconfirmation, and is influenced by performance, perceptions, and citizen participation. The literature emphasizes the complexity of satisfaction as an indicator of quality and governance in the public sector.
Metodologia
A Systematic Literature Review with a bibliometric approach was conducted, using the SLR-4 model. The search was carried out in the Scopus and Web of Science databases, covering the period from 1981 to January 2025. The final sample consisted of 277 articles, selected based on exclusion criteria and keyword analysis. The analyses were supported by Bibliometrix software (RStudio) and complemented by manual validation.
Análise dos Resultados
The findings show that citizen satisfaction is a complex phenomenon, influenced by subjective variables, prior expectations, perceived performance, and contextual factors. The literature lacks standardized measurement instruments and studies that consider the end-user perspective. Moreover, there is a need for greater integration between management, technology, and citizen participation. The study identified a significant increase in scientific production from the 2000s onward, with the journal Public Administration Review standing out.
Conclusão
This study provides a comprehensive synthesis of the state of the art on satisfaction with public services and presents a structured agenda to foster future research. It highlights the contribution to improving public management from the citizen's perspective, aiming to build more responsive, efficient, and socially legitimized services.
Contribuição / Impacto
The study contributes to public administration by structuring knowledge on satisfaction with digital services, offering a foundation to improve public policies, listen to citizens, and guide future investigations across different contexts and cultures.
Referências Bibliográficas
Parasuraman et al. (1985), Van Ryzin (2004, 2006, 2013), Bouckaert & Van de Walle (2003), West (2004), Kim (2010), Morgeson & Petrescu (2021), Lamsal & Gupta (2022), Zhang et al. (2021, 2022, 2023), Chatterjee & Suy (2019).