Gobernanza pública en Ecuador y su relación con la satisfacción ciudadana. Una revisión literaria

Abstract

The objective of this research is to analyze the aspects of Governance, in order to establish its relationship with citizen satisfaction, from a theoretical reflection of public administration. This study includes qualitative studies whose purpose is to make a bibliographic and documentary review on citizen satisfaction in public services in Ecuador. The search for documents was carried out in the high-impact databases Scopus, SciELO and MDPI, of which a total of 22 scientific articles were included. In addition, documents related to the variable public service and user satisfaction were reviewed and whose articles have been published during the years 2019 to 2024. The results show that there is little effectiveness in security policies and police performance, measures that do not reflect the health reality and the index of citizen attention is deficient in kindness, agility and low level of specialized and inclusive services. In addition, the strategies themselves suggest the use of existing information systems to adequately provide authorities with information in real time. Given these circumstances, it is necessary to build a governance framework based on the technological infrastructure. It is concluded that the design of strategies within policies supported by technology develops management in public services to promote sustainability and strengthen a more sustainable economy.