Abstract
User satisfaction with public services has been monitored by several countries. Although many studies relate satisfaction with perceived quality, indirect aspects may also influence satisfaction. In this paper, we investigate the impact of trust in government on user satisfaction with Brazilian public services, along with two other dimensions: usability and perceived quality. A quantitative survey was carried out with 171 users of 7 public services. Data were analyzed using Structural Equation Modeling to understand the role of trust as a mediator of satisfaction with public services. It was observed that trust has a low direct correlation with service satisfaction. On the other hand, perceived quality has a high correlation with trust. This demonstrates that other dimensions apart from perceived quality must be considered in the evaluation of public services.
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Wivian, W. A., Iwama, G. Y., Gomes, M. M. F., Pedrosa, G. V., Silva, W. C. P., & Rejane, R. M. (2022). Evaluating the Impact of Trust in Government on Satisfaction with Public Services. In Lecture Notes in Computer Science (including subseries Lecture Notes in Artificial Intelligence and Lecture Notes in Bioinformatics) (Vol. 13391 LNCS, pp. 3–14). Springer Science and Business Media Deutschland GmbH. https://doi.org/10.1007/978-3-031-15086-9_1
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