Abstract
This paper aims to describe the satisfaction and loyalty of citizens towards the sustainability of Portuguese courts. This research was carried out under the Portuguese justice agenda named “Justice + Closer” between the years of 2017, 2018, and 2019. The methodological approach adopted was quantitative. Based on the literature review, a structural model of the relationships between the dimensions that directly and indirectly influence citizen satisfaction and loyalty was adapted from the arbitration centers to the court’s reality. Data collection was carried out during the three years mentioned—in person at the Portuguese Campus of Justice and also through questionnaires applied online. In the course of the three years, 3276 observations were collected. Through structural equation modeling, it was possible to measure positive relations produced between seven established dimensions. The results of this study contribute generally to applied research in the field of justice administration and to the understanding of this topic by those in the academic sector where it has been superficially addressed. Related future investigations might include a comparative study between the satisfaction and loyalty of citizens with (i) the formal adjudication processes and case outcomes of the Portuguese courts and (ii) alternative dispute-resolution processes and case outcome means reached by recognized arbitration and mediation centers, judges of peace, and related ADR services.
Highlights
The sustainability and effectiveness of public reforms and their performance are a present concern of governments
Citizen satisfaction and loyalty is an important measure in assessing the performance of public services and systems, and by ensuring their sustainability [2,3]
These institutional sustainability for the justice sector as much as it is for democracy as both can only operate in a viable away if participants, that is, the citizens, agree and have a reasonable perception about its legitimacy
Summary
The sustainability and effectiveness of public reforms and their performance are a present concern of governments. The term sustainability applied to the judicial environment has implications regarding the support of the courts, court fees, or maintenance of the court system, and confidence in the institutions. These institutional sustainability for the justice sector as much as it is for democracy as both can only operate in a viable away if participants, that is, the citizens, agree and have a reasonable perception about its legitimacy. Otherwise, both systems become unsustainable, tyrannical or anarchical. Civil society demands of judicial sector performance include new dimensions which, in turn, have introduced new fields of research and analysis for academic and professional researchers [4]
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