Diagnosis of the quality of public services in the Autonomous Decentralized Governments (GAD) of Chimborazo municipalities, Ecuador.

Abstract

This article is the result of a study carried out on a sample of five of the 10 municipal Autonomous Decentralized Governments (GADs) of the Ecuadorian province of Chimborazo. Its objective was to obtain a diagnosis on the quality of public services. For its realization, an adaptation of the SERVIQUAL GAD methodology was used, which includes the evaluation of citizen care, using the dimensions of warmth, culture of detail and institutional image. The study allowed identifying the problems that most affect the quality of public services provided to citizens.