Satisfaction with social services in Spain: What weighs more for users of immigrant origin?

• Published in: International social work Vol. 64; no. 1; pp. 101 - 113
• Main Authors: Godás Otero, Agustín, Ferraces Otero, María José, Lorenzo Moledo, Mar, Santos Rego, Miguel A
• Format: Journal Article
• Language: English
• Published: London, England SAGE Publications 01-01-2021; Sage Publications Ltd
• Subjects: Empathy; Immigrants; Integrated care; Living conditions; Residence; Satisfaction; Social integration; Social services; Spain; Immigration; social services; SERVQUAL; satisfaction; quality
• ISSN: 0020-8728; 1461-7234
• DOI: 10.1177/0020872818814138

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.