IDENTIFICATION THE DETERMINANT VARIABLES OF A DELEGATION OF PUBLIC SERVICES EFFECTIVENESS, ACCORDING TO THE PERCEPTION OF ITS USERS

Abstract

In Brazil, federal highways present a strategic importance for the country’s growth. However, due to infrastructure problems and low investment capacity, such structural change, necessary to society, has intensified from the model of delegation of public services to the private sector, also called common delegation or Public Private Partnership (PPP). Despite the need to increase fficiency in the management of services and financial resources for investments by the State, Public Administration has implemented these models in order to serve public interest and maximize social welfare. Thus, with respect to this study, the overall goal is to identify the determinants of the effectiveness of delegation of public services in the evaluation of users of a federal highway, Fernão Dias. To this end, we applied a survey to highway users, resulting in the return of 96 respondents. In the tests, we used factor analysis and discriminant analysis to identify which items would better classify the satisfied or dissatisfied users. It was found that service quality was considered good or excellent by most users, but there is no evidence of agency problems. We conclude that even with some actions of Concessionaire likely to suffer a tax, the benefits to the users seem to overcome them.