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Citizen satisfaction with public services in Peru: Regional gaps in citizen perceptions of public service provision

Author

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  • Miluska Odely Rodriguez-Saavedra
  • Iván Cuentas Galindo
  • Luis Miguel Campos Ascuña
  • Antonio Víctor Morales Gonzales
  • José Luis Chavez Cuarite
  • Adolfo Erick Donayre Sarolli
  • Erick Alexander Donayre Prado
  • Robinson Bernardino Almanza Cabe
  • Ruben Washington Arguedas Catasi

Abstract

Citizen satisfaction with public services is a fundamental indicator of government effectiveness and democratic legitimacy in Latin America. However, there is little empirical evidence on regional gaps in countries with high territorial heterogeneity such as Peru. The objective of this study was to determine the differences in levels of citizen satisfaction with public services between the country’s coastal, mountain, and jungle regions. A secondary analysis was conducted of the 2024 National Household Survey, corresponding to the Governance, Democracy, and Transparency Module (n = 33,691), evaluating 21 public services using the Citizen Satisfaction Index. Student’s t-tests were applied for comparisons between urban and rural areas, one-factor ANOVA with Bonferroni post-hoc tests for comparisons between geographic domains, and principal component analysis to explore the dimensional structure. The results revealed statistically significant differences between the eight geographic domains (F = 89.57, p

Suggested Citation

  • Miluska Odely Rodriguez-Saavedra & Iván Cuentas Galindo & Luis Miguel Campos Ascuña & Antonio Víctor Morales Gonzales & José Luis Chavez Cuarite & Adolfo Erick Donayre Sarolli & Erick Alexander Donayr, 2026. "Citizen satisfaction with public services in Peru: Regional gaps in citizen perceptions of public service provision," PLOS ONE, Public Library of Science, vol. 21(6), pages 1-15, June.
    • Handle: RePEc:plo:pone00:0349632
    DOI: 10.1371/journal.pone.0349632
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