Assessment of Satisfaction of Local Government as a Client of the Federal Government: Case Study of the Priority Zone Development Program

Abstract

ABSTRACTThis paper reports the design of a model that broadens focus of the national government index of customer satisfaction from external clients to internal clients between local and federal governmental institutions. The model for a case study of a national Mexican welfare program includes (i) generic variables, as adapted from the American Customer Satisfaction Index model for government and the variable of institutional image by findings in Mexico; (ii) specific variables, as identified through a qualitative study. The estimation technique is partial least squares. The result is a valid and reliable model that moderately explains satisfaction (R2 = 0.67), perceived quality (R2 = 0.60), and trust (R2 = 0.41). The moderating role of institutional image is not rejected. Future research must test the resulting model in other cases to obtain an appropriate model for the Mexican User Satisfaction Index (MUSI). The Council for Science and Technology of Mexico funds this project.