Today's citizens demand and expect more and better services by the public sector, so the answer must be quick and efficient in order to streamline processes, facilitate their access and provide high quality standards. This study focuses on the following question: Are there significant differences in background (image, expectations, perceived value and, with particular emphasis, the perceived quality,) and subsequent satisfaction (loyalty and complaints) of the citizens? To this end, we designed a framework for research based on the model and latent variables of ECSI, which adds items of SERVQUAL model, CMT and CAF. The method used was a quantitative and descriptive, the target of study, residents who use the services provided by local councils that make up the geographical division of the Association of Municipalities of Vale do Ave, NUTIII / Ave (Vieira do Minho, Póvoa de Lanhoso, Fafe, Guimarães, Vizela, Vila Nova de Famalicão, Cabeceiras de Basto and Mondim de Basto). The results show that all these factors have a positive and significant effect on overall satisfaction and the citizen that there are significant differences between the eight municipalities.
quality; satisfaction; public sector; service
