The effects of nationality of origin on satisfaction: An application for the public service of social housing

Abstract

The public administrations are implementing quality systems that require analysing citizen satisfaction. The demand for services is increasing from a growing segment of the population: immigrants. This work seeks to fulfill two objectives: determine the elements that have an impact on citizen satisfaction with a public service and analyse if there are differences in these elements depending on the nationality of the citizen demanding the service. The results show that citizen satisfaction is determined by the personnel and by the tangible elements. Moreover, the personnel element has a greater effect on satisfaction when the citizen is a foreigner.

Keywords:

• quality
• satisfaction
• public services
• immigration
• nationality

Acknowledgements

This study has been made within the framework of the ‘CREVALOR’ Excellence Group. The authors would like to thank the SEJ2005-06603/ECON for assistance received through the Research Project Ministry of Education and Science. The authors would also like to thank the collaboration of ‘Sociedad Municipal Zaragoza Vivienda’.