Abstract:
The role of government and public service institutions is to fulfil the citizens’ needs and provide
services. Despite these efforts, a noticeable decline in public trust and respect toward the
functioning of such institutions has emerged in recent times. In this context, the public expects
a reliable service from these institutions; however, although studies exist on efficiency, there is
limited research on the factors directly contributing to the erosion of public trust. The purpose
of this study is to identify key factors that have led to this decline and to explore measures
to mitigate its consequences. A sample of 50 residents from Pallama village in the Chilaw
- Pallama Division of the Puttalam District was selected using a stratified random sampling
method. Quantitative and qualitative data were collected through questionnaires and interviews
with community members and local service users. The quantitative data were analysed using
Microsoft Excel, while the qualitative data were examined through thematic analysis, ensuring
ethical standards were maintained. Findings revealed that poor responsiveness, long wait
times for services, lack of transparency, outdated technology, limited opportunities for citizens
to express their concerns, and overburdened staff were significant contributors to declining
trust. Strengthening the relationship between government institutions and the public requires
optimising organisational structures, ensuring efficient service delivery, pre-notifying citizens
about important developments, and introducing user-friendly digital systems to improve accessibility.
