Resumo

BARROS, Sandra Mónica; PALACIO RAMIREZ, Mayra Gianina; GONZALES PEREZ, Aurora del Carmen  e  DIAZ ROJAS, Nelber. Citizen satisfaction with the quality of local government services: systematic review 2020-2025. Revista InveCom [online]. 2026, vol.6, n.3, e603044.  Epub 15-Dez-2025. ISSN 2739-0063.  https://doi.org/10.5281/zenodo.17450518.

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.

Palavras-chave : citizen satisfaction; quality of service; local governments.

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