Factors affecting the decline in public trust towards governmental and service institutions in Sri Lanka

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 Findings revealed that poor responsiveness, long wait times for services, lack of transparency, outdated technology, limited opportunities for citizens to express their concerns, and overburdened staff were significant contributors to declining trust.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.