Citizen satisfaction regarding municipal services in the state of Zacatecas, Mexico

Abstract

From the usual figure, to govern is to lead society, establish collective objectives, build public policies by authorities that perform actions in decision-making within the state sphere. Based on this approach, government action rests on the legitimacy resulting from democratic processes for selecting political authorities and meritocratic processes for choosing technical positions for personnel in charge of public service. The actors in the state are related through legal, political and administrative procedures. Actors outside the state are perceived as a source of inputs (support and demands) for public action. The objective of this study was to determine the factors that affected citizen satisfaction with the municipal services of the state of Zacatecas, the capital of the same name, for which a quantitative approach was used at the explanatory investigative level, in an observational and prospective context. since data were obtained for the purpose of the investigation (primary); cross-sectional, measured on a single occasion during the month of December 2019. The instrument of the Satisfaction Survey of Municipal Services, owned by the National Institute for Federalism and Municipal Development (INAFED), was applied, likewise results were obtained for the relevant descriptive statistics. In reference to the binary logistic analysis, a simple summative index was calculated, which grouped different factors, among which it was found that the variables that explain citizen satisfaction with municipal services are: infrastructure, services received by the municipal officials and municipal management.