Relationships Based on Trust Versus Improving the Quality of Public Services
Journal Title: International Journal of Contemporary Management - Year 2010, Vol 9, Issue 4
Abstract
The representatives of modern scientific trends, that is, sociological as well as economic trends have been researching the issue of trust recently. Particularly valuable are the achievements of the economists who highlight the impact of trust on the effectiveness of the economic system. This statement acquires an identifiable meaning in relation to public services, whose primary objective is to meet the needs of the public, with the principle of action in the public interest (pro publico bono). Nowadays the public sector needs to offer services in order to satisfy customers (internal and external), regardless of their economic status. The quality perceived by a client becomes an important criterion for service evaluation. Simultaneously, the fact that the trust constitutes a tremendously important part of social space and is advantageous both for an organization and its stakeholders has become more and more frequently emphasized. The analysis conducted by the author verifies the thesis of the mutual relationship between relationship-based trust and improvement of public services. It was concluded that fostering confidence is crucial in the quality improvement of relationships, and in turn affect the quality of public services as perceived by the purchasers of these services. The strategic measure of the quality here is customer satisfaction. Consumers who feel satisfied with the quality of services can have greater confidence in their suppliers. Thus, it is extremely important to public organizations to take concrete actions aimed at developing a quality culture based on relationships of mutual trust with its stakeholders.
Authors and Affiliations
Joanna Jończyk
Keywords
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