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Satisfaction, quality and loyalty of public services

The objective of the research was to determine the incidence of satisfaction and quality in the loyalty of external users. The loyalty of users or customers are fundamental elements for the growth and development of organizations and that is influenced by various factors. After a focus group and through Pareto analysis, it was determined that the indicated variables are those with the greatest implication. For the research, a quantitative approach of non-experimental design was used, of explanatory scope with a random sample made up of 384 users of the public entity and whose results showed that the variables satisfaction and quality affect 72.9% on loyalty, through of the Cox and Snell model.