<?xml version="1.0" encoding="ISO-8859-1"?><article xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink" xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<front>
<journal-meta>
<journal-id>2739-0063</journal-id>
<journal-title><![CDATA[Revista InveCom]]></journal-title>
<abbrev-journal-title><![CDATA[Revista InveCom]]></abbrev-journal-title>
<issn>2739-0063</issn>
<publisher>
<publisher-name><![CDATA[Asociación Investigadores Venezolanos de la Comunicación]]></publisher-name>
</publisher>
</journal-meta>
<article-meta>
<article-id>S2739-00632026000303044</article-id>
<article-id pub-id-type="doi">10.5281/zenodo.17450518</article-id>
<title-group>
<article-title xml:lang="es"><![CDATA[Satisfacción ciudadana en la calidad de servicio de gobiernos locales: revisión sistemática 2020 - 2025]]></article-title>
<article-title xml:lang="en"><![CDATA[Citizen satisfaction with the quality of local government services: systematic review 2020-2025]]></article-title>
</title-group>
<contrib-group>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Barros]]></surname>
<given-names><![CDATA[Sandra Mónica]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Palacio Ramirez]]></surname>
<given-names><![CDATA[Mayra Gianina]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Gonzales Pérez]]></surname>
<given-names><![CDATA[Aurora del Carmen]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
<contrib contrib-type="author">
<name>
<surname><![CDATA[Díaz Rojas]]></surname>
<given-names><![CDATA[Nelber]]></given-names>
</name>
<xref ref-type="aff" rid="Aff"/>
</contrib>
</contrib-group>
<aff id="Af1">
<institution><![CDATA[,Universidad César Vallejo  ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af2">
<institution><![CDATA[,Universidad César Vallejo  ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af3">
<institution><![CDATA[,Universidad César Vallejo  ]]></institution>
<addr-line><![CDATA[Lima ]]></addr-line>
<country>Peru</country>
</aff>
<aff id="Af4">
<institution><![CDATA[,Universidad de Tarapacá  ]]></institution>
<addr-line><![CDATA[Arica ]]></addr-line>
<country>Chile</country>
</aff>
<pub-date pub-type="pub">
<day>00</day>
<month>09</month>
<year>2026</year>
</pub-date>
<pub-date pub-type="epub">
<day>00</day>
<month>09</month>
<year>2026</year>
</pub-date>
<volume>6</volume>
<numero>3</numero>
<copyright-statement/>
<copyright-year/>
<self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_arttext&amp;pid=S2739-00632026000303044&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_abstract&amp;pid=S2739-00632026000303044&amp;lng=en&amp;nrm=iso"></self-uri><self-uri xlink:href="http://ve.scielo.org/scielo.php?script=sci_pdf&amp;pid=S2739-00632026000303044&amp;lng=en&amp;nrm=iso"></self-uri><abstract abstract-type="short" xml:lang="es"><p><![CDATA[Resumen La satisfacción ciudadana representa un aspecto primordial en los servicios de calidad que brindan las autoridades locales, ya que muestra a la población cómo decae la confianza y las expectativas hacia una gestión que ofrezca servicios oportunos y de calidad por parte de los gobiernos locales. Este artículo de revisión sistemática analiza la producción científica reciente acerca de la relación entre la calidad del servicio y la satisfacción ciudadana, teniendo en cuenta los puntos de vista y los retos que afrontan los gobiernos locales en situaciones de modernización estatal, participación ciudadana y transparencia institucional. Se identifican, a partir de la revisión de literatura académica indexada entre 2020 y 2025, tendencias empíricas, metodológicas y conceptuales que resaltan el valor de la innovación en la administración pública, así como la digitalización de servicios y la aplicación de políticas que beneficien a la ciudadanía, las cuales contribuyen a construir legitimidad y satisfacción al evaluar la calidad de los servicios públicos ofrecidos por los gobiernos locales, dado que reflejan la percepción, expectativas y confianza de la población frente a la gestión gubernamental.]]></p></abstract>
<abstract abstract-type="short" xml:lang="en"><p><![CDATA[Abstract Citizen satisfaction is a key aspect of the quality services provided by local authorities, as it shows the population how confidence and expectations are declining in local governments' ability to provide timely, quality services. This systematic review article analyzes recent scientific research on the relationship between service quality and citizen satisfaction, taking into account the perspectives and challenges faced by local governments in situations of state modernization, citizen participation, and institutional transparency. Based on a review of academic literature indexed between 2020 and 2025, empirical, methodological, and conceptual trends are identified that highlight the value of innovation in public administration, as well as the digitization of services and the implementation of policies that benefit citizens, which contribute to building legitimacy and satisfaction when evaluating the quality of public services offered by local governments, as they reflect the population's perception, expectations, and trust in government management.]]></p></abstract>
<kwd-group>
<kwd lng="es"><![CDATA[satisfacción ciudadana]]></kwd>
<kwd lng="es"><![CDATA[calidad de servicio]]></kwd>
<kwd lng="es"><![CDATA[gobiernos locales]]></kwd>
<kwd lng="en"><![CDATA[citizen satisfaction]]></kwd>
<kwd lng="en"><![CDATA[quality of service]]></kwd>
<kwd lng="en"><![CDATA[local governments]]></kwd>
</kwd-group>
</article-meta>
</front><back>
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