RT Journal Article
T1 Satisfaction with social services in Spain: What weighs more for users of immigrant origin?
A1 Godás Otero, Agustín
A1 Ferraces Otero, María José
A1 Lorenzo Moledo, María del Mar
A1 Santos Rego, Miguel Ángel
K1 Immigration
K1 Quality
K1 Satisfaction
K1 SERVQUAL
K1 Social Services
AB Since the beginning of this century, Spain has become a host country for immigrants. In many cases, due to their living conditions, they are under pressure to demand different services and programs that are crucial for their social integration. This work is basically aimed at analyzing the immigrants’ satisfaction with social services. This article proposes an explanatory model of these users’ satisfaction with social services. The proposed model reports five significant factors, although the results obtained indicate that the three main factors influencing the satisfaction of users with social services are responsibility, assurance, and empathy. Satisfaction differences were also found according to users’ gender and place of residence.
PB Sage Journals
SN 1461-7234
YR 2021
FD 2021-11-26
LK https://hdl.handle.net/10347/38243
UL https://hdl.handle.net/10347/38243
LA eng
NO Godás Otero, A., Ferraces Otero, M. J., Lorenzo Moledo, M., & Santos Rego, M. A. (2021). Satisfaction with social services in Spain: What weighs more for users of immigrant origin? International Social Work, 64(1), 101-113. https://doi.orgl/10.1177/0020872818814138
NO This work was supported by the research project subsidized through publication of a competitive call by the Government of Galicia-Xunta de Galicia (Spain), ‘The quality of social services seen by immigrant users and professional teams: evaluation and socio-educational consequences’ (10PXIB211120PR).
DS Minerva
RD 28 abr 2026