Sustainability of Portuguese Courts: Citizen Satisfaction and Loyalty as Key Factors

Abstract

This paper aims to describe the satisfaction and loyalty of citizens towards the sustainability of Portuguese courts. This research was carried out under the Portuguese justice agenda named “Justice + Closer” between the years of 2017, 2018, and 2019. The methodological approach adopted was quantitative. Based on the literature review, a structural model of the relationships between the dimensions that directly and indirectly influence citizen satisfaction and loyalty was adapted from the arbitration centers to the court’s reality. Data collection was carried out during the three years mentioned—in person at the Portuguese Campus of Justice and also through questionnaires applied online. In the course of the three years, 3276 observations were collected. Through structural equation modeling, it was possible to measure positive relations produced between seven established dimensions. The results of this study contribute generally to applied research in the field of justice administration and to the understanding of this topic by those in the academic sector where it has been superficially addressed. Related future investigations might include a comparative study between the satisfaction and loyalty of citizens with (i) the formal adjudication processes and case outcomes of the Portuguese courts and (ii) alternative dispute-resolution processes and case outcome means reached by recognized arbitration and mediation centers, judges of peace, and related ADR services.