Building trust in times of crisis: A panel study of the influence of satisfaction with COVID‐19 communication and management

Abstract

AbstractThis study examines the relationship between citizens' satisfaction with government COVID‐19 communication and management (SWCCM) and institutional trust. By employing a longitudinal approach, using three‐wave panel data from Sweden from 2020 to 2022, the study addresses the current lack of research on the interplay between SWCCM and institutional trust across different stages of a societal crisis like the COVID‐19 pandemic. The results show that SWCCM increased slightly over the pandemic period, while trust in institutions slightly decreased. The study also finds that changes in SWCCM predict changes in trust in institutions, suggesting that increased satisfaction with communication and management is associated with increased trust in institutions. Additionally, we find that higher initial levels of SWCCM contribute to a faster decline in trust over time. However, no evidence supports the idea that initial trust in institutions predicts changes in SWCCM. This suggests a unidirectional relationship where SWCCM is a key driver of institutional trust during a crisis. Overall, the study uncovers intriguing dynamics in the relationship between SWCCM and trust over time, and it emphasizes the significance of effective and consistent communication and management in maintaining and boosting public trust during crisis.