Confiança dos cidadãos na gestão pública: análise de antecedentes e proposta de uma escala de mensuração

Abstract

The purpose of this thesis was to study the confidence of citizens in the current municipal executive through the development of a scale measuring the construct and the study of municipal executives before them. Analyzing the confidence in the public interest through the marketing perspective has been a way to expand studies beyond the managerial context, as had been reported in the literature. The choice for this particular municipal executive was made based on the level of government closest to citizens and the high number of municipalities in the Brazilian State. A review of the literature on public organizations marketing and the factors that influence trust and its measurement was performed and it was identified that trust is composed of two dimensions, credibility and benevolence. For empirical analysis, two samples in the cities of João Pessoa, Bananeiras and Solanea in the state of Paraíba, and the city of Garanhuns in Pernambuco state were performed. The scale which consisted of 10 items developed reflective relationship with the latent dimensions. The results partially confirmed the hypotheses that the factors relation citizen satisfaction, the performance of the municipal executive and citizen participation are which factors affect the confidence of citizens and rejected the hypothesis that the propensity to trust is a predictor of trust. The research contributed to public managers with information regarding the confidence of citizens in different cities and at different levels. Also contributed to the academy, through the availability of a scale measuring non-existent in the literature and validated in a rigorous manner