Las competencias profesionales de los servidores públicos y su incidencia en la satisfacción del ciudadano.

Abstract

In this research, the relationship between the professional skills of public servants and the satisfaction of citizens in District 17D06 was analyzed. The quantitative approach methodology surveyed 914 users to evaluate the user's perception of quality and after that, 35 officials were surveyed as well. The results of the research highlight two important points: (1) the high levels of citizen satisfaction in all the criteria analyzed, with an average above 3.5 in a five points scale and (2) the high percentage of officials with a higher education degree (68.57%). Chi square tests confirmed the association between district officials' level of education and user perceptions of quality (p<0.001). It was concluded that formal education, participation in training and continuing education courses are determinants for officials to have the capabilities to provide quality service and therefore improve user satisfaction.