Municipal Rating System—A Municipality Compliance Index

Meirinhos, Galvão; Bessa, Maximino; Marques, Carlos Peixeira; Hounsell, Marcelo da Silva

doi:10.3390/admsci12020046

Cited by 3 publications

(6 citation statements)

References 29 publications

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“…For this situation, there will have to be a readaptation of the company's policies, such as the management and concentration of resources in the interaction with customers, before, during and after the sale to obtain their loyalty [2]. The relationship between the customer and the company is therefore crucial for loyalty [3,4]. At the same time, the relevance of the relationship/loyalty of the consumer with the brands is verified, evidenced in several empirical studies, which elaborate constructs that confirm this relationship [5][6][7][8][9][10][11][12][13][14][15][16][17].…”

Section: Introductionmentioning

confidence: 99%

Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil

Cardoso

Gabriel

Figueiredo

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

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The purpose of this article is to analyze the relationship between a brand’s trust in consumer decisions and its maintenance over time in a retail chain in northern Brazil known as Bemol. The sample consists of 210 respondents, customers of Bemol, and the methodology used is a model of structural equations. The developed model consists of 22 variables, divided into three constructs: trust, loyalty and brand. The results show the importance of trust in the consumption decision, as well as loyalty, relationship and satisfaction. Trust and loyalty lead to brand relationship, which is why managers must pay special attention to the factors to be provided to their customers so that this triad can be verified. Commercial brands marketed to the public should consider inducing strong feelings towards the brand as an important step in promoting customer satisfaction and loyalty. A brand for which that the consumer develops strong feelings will facilitate and potentiate positive behaviors in the long term. However, some behavioral characteristics, attendance and leadership, are of lesser importance to the consumer. This research presents a limitation as to its application, as the respondents were only customers of one brand, Bemol.

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Section: Introductionmentioning

confidence: 99%

Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil

Cardoso

Gabriel

Figueiredo

et al. 2022

Journal of Open Innovation: Technology, Market, and Complexity

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“…The dimensions and aggregates of municipal satisfaction (MS), organizational performance and perceived quality (OPPQ), and municipal executive complaints (CCME) assume important explanatory and scientific capacities in the understanding of the phenomenon of the NIR of a public organization. Therefore, within the scope of NIR, a series of statements were presented in which the respondents positioned themselves, namely statements related to seriousness, credibility, responsibility, sensitivity, transparency, innovation, creativity, trust, public visibility, media strength, public communication management, and politics (Meirinhos et al 2022a(Meirinhos et al , 2022b. This aggregate allows us to ascertain the mental representation residing in the collective memory about a set of vectors related to the knowledge, representation, and social evaluation of the quality of political action carried out by elected representatives.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Within the scope of organisational performance and perceived quality (OPPQ), we investigated the quality of organisational functioning and its perception by the citizen. To this end, a series of statements were presented relating to the direction and management of the municipality, concern for people and companies, compliance with deadlines, database management, variety of means of contact with the community, opening hours, internal procedures, location and places of attendance, and the human qualities of public servants (Meirinhos et al 2022a(Meirinhos et al , 2022b. This aggregate allows us to clarify which vectors deserve greater valorisation as well as the vectors that the municipality will have to invest in, review, or change.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Public institutions in Portugal have become cognizant of the value of information and its effects at the cognitive, persuasive, and behavioural levels. Within the scope of the effects considered, these realities are dynamic and cumulative; moreover, they are accurate thermometers and perceptive barometers that deserve to be attended to by the different agents of public interventions (Meirinhos et al 2022a). In fact, more public organisations are placing citizens at the centres of their activities and communication strategies, publicly and politically, to respond to the complaints of citizens/voters.…”

Section: Introductionmentioning

confidence: 99%

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Reputation of Public Organizations: What Dimensions Are Crucial?

Meirinhos

Bessa

Marques

et al. 2022

Administrative Sciences

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This paper explores the relationships among variables and determines the influences of dimensions (i.e., municipal satisfaction, organizational performance, perceived quality, contestations and complaints of the municipal executive) on the notoriety, image, and reputation (NIR) of municipal executives. We attempted to understand if citizens’ opinions influenced the evaluations, recommendations, and contestations based on NIR. Parishes in the municipality of Valongo were selected and analysed, namely Alfena, Campo e Sobrado, Valongo, and Ermesinde; a total of 998 questionnaires were collected. It was concluded that all of the studied dimensions were statistically significant in the final structural estimated model. The structural results point to municipal satisfaction and contestations and complaints of municipal executives as having directly positive and statistically significant influences on NIR. Organizational performance and perceived quality have directly positive but not statistically significant influences on NIR. The results of this research suggest that obtaining the personal opinions of citizens (e.g., regarding the work performances of their mayors) allows citizens to feel heard and active in their municipalities. From the point of view of public executives, the results of this type of study could provide valid information that allows stakeholders to make political decisions that are appropriate for the interests of their communities (e.g., by listening to their citizens).

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“…In this systematised and controlled interaction, public institutions improve their performance in the provision of public services. In this sense, municipal recommendation is directly related to satisfaction, loyalty, and favourable public opinion (Meirinhos et al 2022).…”

Section: Introductionmentioning

confidence: 99%

Municipal Executive Recommendation by Citizens: Who Is Most Significant?

Meirinhos

Bessa

Marques

et al. 2022

Administrative Sciences

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This paper explores which variables are more significant in municipal executive recommendation by citizens. We estimated the influence of public dimensions, such as municipe loyalty, municipe satisfaction, and municipe perceived value in municipal executive recommendation by citizens. Then, we tried to understand if the citizen’s opinions influenced the evaluation of the municipal executive recommendation. The parishes of the municipality of Valongo were selected and analyzed, namely the parishes of Alfena, Campo e Sobrado, Valongo, and Ermesinde, and a total of 998 questionnaires were collected. Data were collected in November 2020 in the different parishes under study. It was concluded that all studied dimensions were statistically significant in the final structural estimated model. The structural results point to municipe loyalty and municipe satisfaction dimensions having a direct, positive, and statistically significant influence on municipal executive recommendation. On the other side, the municipe perceived value dimension has a direct positive but not statistically significant influence on municipal executive recommendation. This study showed that a loyal and satisfied citizen recommends the continuity of the municipal executive in the city’s political leadership in which he or she lives. Therefore, for the municipal executive administration, it is fundamental to know which dimensions the society considers most important in order to be able to remain in the management of the shared destinies of a city. In this sense, political decisions throughout the mandates can be directed, on the one hand, to the satisfaction and loyalty of the citizens and, on the other hand, to the balanced management of the destinies of this type of public entity.

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Municipal Rating System—A Municipality Compliance Index

Cited by 3 publications

References 29 publications

Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil

Trust and Loyalty in Building the Brand Relationship with the Customer: Empirical Analysis in a Retail Chain in Northern Brazil

Reputation of Public Organizations: What Dimensions Are Crucial?

Municipal Executive Recommendation by Citizens: Who Is Most Significant?

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