The quality in public service delivery in Angola: a perception of users in Luanda’s SIAC

• Autor(a) principal: Munzemba, Pedro António
• Data de Publicação: 2021
• Outros Autores: Araújo, Joaquim Filipe
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)
• Texto Completo: https://hdl.handle.net/1822/75549
• topic: Qualidade; Perceção da qualidade; Satisfação; Serviços públicos; Usuários; Quality; Perception of the quality; Satisfaction; Public services; Users; Ciências Sociais::Ciências Políticas

The quality of public services delivery is an issue on the government's agenda. The creation of the Integrated Citizen Service (SIAC) in Angola sought to introduce a new way of providing public services, in which quality was a concern. The aim of this paper is to analyse the perception that the citizens have about the quality of the services rendered in SIAC's, in way to infer the degree of satisfaction of the same ones, as well as verifying the dimensions of the quality they have been noticed by the users as properly assisted. The research was accomplished through the application of an inquiry by questionnaire close to the representative sample of the users of this service, in Luanda, using the SERVQUAL scale. An analysis of Multiple Lineal Regression was accomplished, through IBM SPSS (version 25). The empirical component of the study was validated all the five presented hypotheses, demonstrating that the dimension of empathy is the strongest preditor to foresee the satisfaction, while, the preditor with less contributor is the dimension of tangibility. The results obtained indicate that the SIAC's contributed to the increase of the perception of the quality of the public services. This indicates that the administrative modernization implemented by PREA in relation to SIAC is producing the desired effects in terms of public policies. Finally, this study is particularly relevant to the literature on the quality of public services, as it expand the scope of use of SERVQUAL scales to measure the quality of services in a context that differentiates it from previous studies - the Angolan public sector.