Abstract

A methodology for evaluating local government performance in municipal services, based on quality and satisfaction dimensions, is presented. Quality has become a decisive factor for the transformation of municipal services and an important driving force for better citizen satisfaction. The contribution of this paper is the analysis of the link between quality dimensions and satisfaction in respect of improving the relationship between small public local administrations and citizens. Research conducted with citizens are the basis for the proposals in this paper of a series of public policy actions that are aimed at improving administration service quality, which, ultimately should lead directly to better citizen satisfaction.