Análise da satisfação com a Câmara Legislativa do Distrito Federal

Abstract

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.