La evaluación ciudadana de la Administración local: la escala multidimensional jerárquica como instrumento para medir la calidad de los servicios locales

• Autores: Enrique Carreras Romero
• Localización: Papers: revista de sociología, ISSN-e 2013-9004, ISSN 0210-2862, Vol. 97, Nº 2, 2012, págs. 343-369
• Idioma: español
• Enlaces
  • Texto completo
• Dialnet Métricas: 5 Citas
• Resumen

  • Estamos asistiendo, en los últimos años, a un debate académico sobre la conveniencia y el papel que debería tener la evaluación del ciudadano en los sistemas de medición del desempeño o rendimiento (performance) de la Administración. Después de considerar las reservas de algunos autores, nos decantamos por la literatura que acentúa el carácter estratégico de la opinión del ciudadano. El artículo explora la viabilidad de una nueva escala para evaluar la calidad, percibida por el ciudadano, de los servicios de la Administración local. No hemos utilizado la escala SERVQUAL, por considerarla menos adecuada por varias razones, entre las que destaca la «incompatibilidad fáctica» de su aplicación. En su lugar, proponemos la escala multidimensional jerárquica como alternativa con más posibilidades. A partir de los datos de una encuesta realizada en varios municipios del Levante español, se ha procedido a realizar la validación empírica de la nueva escala, a fin de comprobar su capacidad predictiva sobre la intención favorable del ciudadano hacia la Administración local.

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