The study investigates the satisfaction of the population with the work of the regional parliament of Brazilian Federal District. It discusses the representation crisis of parliaments, the cultural distrust by Latin Americans and the impact of technological development on representation. The survey used a questionnaire based on the institutional mission. Its dissemination and collection of the answers was done through the Internet. Cronbach's alpha, Exploratory Factor Analysis, multiple linear correlation and regression, and cluster analysis techniques were used for data validation and analysis. The results showed a great dissatisfaction toward the institution among citizens in all evaluated items. The overall evaluation received a lower score of all quality's dimensions showing there are subjective components associated with the institution's image. The most satisfied group of respondents is the youngest, the least educated, and the smallest family income, while the oldest and highest income group is the most dissatisfied. Contrary to the literature, satisfaction reduces with increasing respondent's age. The results also highlighted the low interaction between the public and the Legislative Chamber and the absence of an official communication channel. The outcome of the study and the experience of other parliaments indicate that more effective actions to improve satisfaction are those aimed at the younger; linked to sustainable economic development; be accompanied by efficient and transparent administrative management and effective communication with simple language and using the most popular media.
Resumo O estudo investiga a satisfação com a atuação da Câmara Legislativa do Distrito Federal (CLDF). A pesquisa baseou-se nas competências extraídas da missão institucional e teve como alvo os cidadãos que utilizam com frequência as redes sociais. A estatística inferencial foi empregada para a análise dos dados, e os resultados mostraram uma grande insatisfação com a instituição em todos os quesitos considerados. Os respondentes mais satisfeitos são os mais jovens, menos instruídos e de menores rendas familiares, enquanto os mais velhos, de maiores rendas e de baixa escolaridade são os mais insatisfeitos. Constatou-se também a baixa interação entre os respondentes e a Câmara, a ausência de um canal de comunicação oficial efetivo, bem como que ações associadas ao desenvolvimento econômico sustentável serão mais eficazes no aumento da satisfação.
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