The Mexican user satisfaction index: a case study applied to a social program

摘要

Purpose - The purpose of this paper is to present a case study on the methodology developed for establishing a Mexican User Satisfaction Index for a particular kind of Social Program (MUSI-SP), taking into consideration the example of a Concrete Floor Social Program. Design/methodology/approach - The MUSI-SP methodology has the aim to evaluate the satisfaction of the beneficiaries of social programs, as well as its causes (program practices and perceived quality) and results (measured as trust). The MUSI-SP methodology for this case study covers the design of a specific structural equation model based on the model for government services and nonprofit organizations of the American Customer Satisfaction Index (ACSI) and a qualitative study, with the help of the design and pilot testing of the questionnaire for measuring satisfaction in a population with a high grade of marginalization, followed by data collected through a national face-to-face survey, then the analysis of validity and dependability of the specific structural equation model and the identification of opportunity areas. Findings - The evaluation shows that the variable "Results" derived by having a concrete floor has a larger impact on "Perceived Quality" and it has the best users' assessment (86 in a scale from 0 to 100). Furthermore, a high and positive relationship from "Perceived Quality" with "Satisfaction," and "Satisfaction" with "Trust" were confirmed. Practical implications - The MUSI-SP methodology would be an appropriate indicator as a complement to current evaluations of government social programs, because it shows a path to citizen satisfaction and citizen trust. Originality/value - The Mexican Concrete Floor Program, illustrated in this paper, aims to increase the quality of life conditions of the citizens through concrete floor installation for housing improvement.