Abstract
The quality of care provided to the citizens by state entities is a significant factor in organizations because measuring satisfaction levels strengthens trust in governmental institutions. The objective of this article is to establish the relationship between service quality and citizen satisfaction levels within a state entity in the Lambayeque Region. According to the literature reviewed, it was found that there is a significant positive relationship between service quality and user satisfaction in public entities. This means that as service quality improves, user satisfaction levels also increase. Conversely, a decrease in service quality tends to negatively impact user satisfaction. This finding underscores the importance of enhancing and maintaining high standards of service quality provided by state entities to ensure a satisfactory experience for users.
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