Good services: demands of demanding and better informed citizens

This scientific book addresses the issue of measuring citizens' experience of receiving services. Taking into account the scarce existing evidence in relation to the quality of the services provided by the State, a study is developed that allows the analysis of the current situation of service provision, identifying the aspects that are most valued by the users, generating guidelines to improve efficiency and, mainly, the State-citizen relationship, for which objective and subjective dimensions of citizen services are integrated in this research. This research was developed in the city of La Paz - Bolivia, in 8 institutions that provide public services during the month of April 2019.