Job Satisfaction and Quality of Service in the Public Sector: A Case Analysis in 2025 (#805)

Authors

Condori Vargas, Xiomara Melody

Arias Sotomayor, Anthony

Choque Yarasca, Christel Lucero

Abstract

Public services are considered a fundamental component for the development of any country because they create conditions that enable citizens to exercise their rights and, consequently, improve their collective well-being. Moreover, the public sector constitutes an important arena for professional development and direct interaction between the State and the population. In this context, the present study aimed to determine the relationship between job satisfaction and service quality in a public entity in the city of Ica during the year 2025. To achieve this objective, a quantitative approach with a correlational scope was adopted, supported by a non-experimental cross-sectional design. The sample consisted of 80 employees and 382 citizen users. The results revealed a very low negative correlation (r = -0.020 y p = 0.863), indicating that job satisfaction is not significantly related to service quality. Likewise, when examining the dimensions of service quality, no statistically significant relationships with job satisfaction were found. However, relevant internal heterogeneity was identified. On one hand, employees showed medium and high levels in factors associated with achievement, responsibility, and the meaningfulness of work. On the other hand, low scores were observed in factors related to salary, stability, and working conditions. These findings highlight the need to implement comprehensive public management strategies that integrate human talent development, process optimization, and institutional strengthening focused on citizen service.