Client Satisfaction and Trust in the South African Public Service

Abstract

This article discusses the relationship between service quality (as defined by the legislative framework) from the public service and client satisfaction from the point of view of citizens. The article will confine itself to organisational trust – that is, the experience and perception held by citizens of the commitment and competence of public officials to provide accurate services timeously (also referred to as rational knowledge-based trust). Particular attention is paid to the necessity for effective monitoring and evaluation within departments. Furthermore, the study by the Public Service Commission on client satisfaction regarding service delivery between 2009 and 2010 as well as related government reports will be analysed. Finally, lessons will be drawn from the analysis of, and interrelationship between service quality, client satisfaction and trust.