Study of Citizen Satisfaction in Rural Versus Urban Areas in Public Services: Perspective of a Multi-group Analysis

Abstract

This study proposes a comparative analysis between urban and rural areas concerning the magnitude or intensity with which the constructs are related to expected quality-perceived quality-perceived value as influencing aspects in the level of satisfaction and citizen loyalty in three dimensions: Territorial planning and roads; provision of municipal services and environmental management. This research used the PLS software applying the ACSI model in the 5-hypothesis approach. A questionnaire was delivered to a sample population of 428 citizens in the rural area of Tenguel and 521 citizens in the urban area of Tarqui in the city of Guayaquil. The statistical result shows significant differences in citizen perception between urban and rural populations about the quality of public services, which determines satisfaction and loyalty in choosing the place of residence. Through a multi-group analysis, the main differences in the perception of the quality of services between rural citizens and urban citizens have been identified. These findings are essential for public policy design to improve the territory’s satisfaction, well-being, and people’s sense of belonging.