Resumen

MEZA ALCANTARA, Adalith Anyela et al. Transforming the citizen experience: Analysis of service quality and satisfaction in the citizen service office of a municipality in the Central Selva, Peru 2022. e-Rev. Multidiscip. Saber [online]. 2024, vol.2, e-RMS05112024.  Epub 03-Jun-2025. ISSN 2960-2467.  https://doi.org/10.61286/e-rms.v2i.98.

The need to understand the relationship between service quality and user satisfaction in the Citizen Service Office of a municipality lies in the fact that poor service can affect the public's perception and trust in public institutions. The objective of this research was to establish the relationship between service quality and user satisfaction in the Citizen Service Office of a municipality during the year 2022. A general methodological approach was used with the hypothetical-deductive method as a specific approach, and a quantitative, non-experimental, crosssectional, and descriptive design was adopted. The study population consisted of 800 users of the provincial municipality of Chanchamayo who accessed the service center. A sample of 195 users was selected through non-probability sampling. For the analysis, a finite statistical formula was applied, and a questionnaire was used as a data collection instrument, complemented by surveys. The statistical test used was the Spearman's Rho coefficient, and SPSS software was used for data analysis. The results showed a Spearman's Rho correlation index indicating a strong positive correlation between service quality and user satisfaction, with a coefficient of r=0.857 and a p-value of <0.00. These findings led to the rejection of the null hypothesis and acceptance of the alternative hypothesis, confirming that better service quality is significantly associated with higher user satisfaction.

Palabras clave : service quality; user satisfaction; citizen service; municipality.

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