Municipal Modernization and the Quality of Local Public Administration: A Case Study

Abstract

This study aims to examine the degree of citizen satisfaction in the decision-making process at the local authority level and the analysis of the functionality of municipalities to safeguard the policy of decision- making and the integration of citizens. It investigates the participation and involvement of citizens in Local Governance as well as assessing the Image and Quality of Local Public Administration as perceived by the citizens. The study focuses two municipalities of Portugal. A total of 278 citizens participated in the study. A questionnaire survey was conducted, comprised of questions that reflected the key variables of this study, namely, satisfaction, development, participation, and overall perceived quality, image, and accountability of public administration. To explore and the perceived overall quality and image of Public Administration, the decision was made to use a statistical technique called linear regression analysis. From analysis of the data collected, it is clear that the vast majority of citizens of the research/studied municipalities do not participate in decision-making by the public administration. The quality of local public administration is influenced by the satisfaction of individuals with regard to the efficiency of services and influenced by individual satisfaction in terms of quality, concern and needs. Citizen satisfaction with local public administration depends primarily on specific areas in particular: Education, housing, infrastructures, culture and recreation, and health and safety, and their specific attributes: Facilities, friendliness and speed.

Keywords: Public Administration, Governance, Local Government, Public Sector Management, Citizenship.