PUBLIC SERVICE MANAGEMENT AND CITIZENS' TRUST IN LOCAL GOVERNMENT: A COMPARATIVE STUDY OF MUNICIPAL GOVERNMENTS IN SWEDEN

Abstract

This study aims to analyze the relationship between public service management and citizen trust in local government through a comparative study of municipal governments in Sweden. Although Sweden is known to have a relatively high level of public trust, variations in trust levels across municipal governments indicate differences in managerial practices in public service delivery. This study uses a qualitative approach with a comparative study design, focusing on analyzing the quality of public service management, citizen satisfaction levels, and managerial factors that influence citizen trust in municipal governments. Data were examined through analysis of policy documents, public institution reports, and relevant scientific literature. The results indicate that the quality of public leadership, transparency and accountability, service efficiency, citizen-centered service orientation, service innovation, and citizen participation mechanisms are the main managerial factors that differentiate citizen trust levels across municipal governments in Sweden. This study confirms that citizen trust is not only determined by national policies but is also strongly influenced by public service management practices at the local level. The findings of this study are expected to provide theoretical contributions to the development of public administration studies and practical implications for improving the quality of public service governance in local governments.