External and Internal Consistency of User Evaluations

Abstract

User evaluations may be useful to improve the quality of public services if they are consistent with service characteristics (i.e., external consistency) and user satisfaction (i.e., internal consistency). This article analyses the internal and external consistency of user evaluations of water services in Nicaragua. Internal consistency is assessed through item-total correlations, Cronbach's alpha coefficient, and factor analysis. External consistency is analyzed through ordered logit and regression models. Results show a considerable degree of internal consistency. However, user evaluations are only partially consistent with service performance as personal characteristics also influence individual perceptions of the overall service, water pressure, system reliability, and water quality.