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Methodology for Setting a Mexican User Satisfaction Index for Social Programs

Odette Lobato-Calleros, Humberto Rivera, Hugo Serrato, María Elena Gómez and Ignacio Méndez Ramírez

Keywords: ACSI, Partial Least Squares (PLS), Welfare Programs, Structural Equation Modeling (SEM), Customer Satisfaction Index


This article reports on the methodology for setting the Mexican User Satisfaction Index for

Social Programs (MUSI-SP) as tested in seven national social programs.

The evaluation is based on Structural Equation Modeling (SEM). How satisfaction takes the

central place of the SEM, which postulates its causes and effects, contributes to the increased

validity and reliability of satisfaction indicators that allow benchmarking between social

programs. The MUSI model is an adaptation of the American Customer Satisfaction Index

(ACSI) model. The MUSI methodology includes qualitative and quantitative techniques.

The estimation model is by the Partial Least Squares (PLS) . In each of the seven social

programs, no statistical evidence was found to reject the main relationships postulated by

the ACSI’s model: that Perceived Quality impacts Satisfaction, and Satisfaction impacts

Trust. The improvement opportunity areas were also identified for each program. These

results give valid and reliable feedback to public policies.

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