Abstract
the purpose of this paper is to highlight the importance of complaints as a tool to improving the public services performance in the organizations of public sector. The main findings of this paper is to focus on complaints that present from citizens about performance of public services as an important tool to public sector of Bahrain in order to the implementation and development solutions to improve and enhance performance of public services. Moreover, practical implications, this can increase the possibility of restoring satisfaction and trust of citizens in public services performance.
Highlights
Public service delivery by the government should be focused on what citizens want instead of what providers are ready to give (Tamrakar, 2010)
The final number of sample size in this paper includes 384 citizens, which found 368 usable questionnaires. These citizens belong to four governorates (Southern, Northern, Muharraq and Capital) which represent all governorates of Bahrain; in addition, for the purpose of sampling technique method that used in this paper is systematic random sampling technique. 6 questions were used for the variable of public services performance, one of them covering the complaints, (Expectations complaints from citizens about performance of public services delivery taken seriously)
This paper discussed the importance of complaints as an important tool in the process of improving and developing the performance of public services in the public sector organizations
Summary
Public service delivery by the government should be focused on what citizens want instead of what providers are ready to give (Tamrakar, 2010). Providing services efficiently and effectively to citizens is a primary responsibility of the government (Oyedele, 2015). The government must view complaints from people as an indication of organizational performance appraisal, or problems that need fast recovery to avert migration of clients (Filip, 2013). Public services must be available for all people in the community and provided equitably (Broadbent, & Guthrie, 2008). In the case of Bahrain, there have been several complaints from citizens about performance of public services. Electronic Transformation, Information & eGovernment Authority‟s of Bahrain, stated that the number of complaints received since 2014 until 2017 about different government services was 36000. Table 2Analysis of Mean and Standard deviation for the question that related of complaints
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