Brecha de percepción en carga de trámites y calidad del servicio municipal en Loja, 2024-2025
DOI:
https://doi.org/10.29076/issn.2528-7737vol19iss51.2026pp121-133pKeywords:
administrative burden, service quality, perception gap, municipal front desk, LojaAbstract
Front-desk municipal services in Loja revealed tensions between perceived administrative burden and perceived service quality in 2024-2025. Within this context, the study estimated their relationship among service users and counter staff, while also including a comparison with Catamayo and Saraguro. First, mirror surveys were administered to 300 citizens and 30 public servants using a three-level scale; subsequently, structured interviews were conducted and aligned with the survey items. Descriptive results showed that citizens concentrated deficient ratings on waiting and service time: 56%, steps and repeat visits: 50%, and travel-related costs: 52%. Likewise, associations were high and the model explained: 64.1% of the variation in perceived counter service quality; therefore, information clarity and requirement-related perceptions stood out as key predictors. Finally, integration indicated a perception gap when control requirements were communicated late or through inconsistent messages. The study recommends harmonizing information across channels and making the service pathway predictable
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