Contemporary Communication Methods (Recent Electronic Platforms—Social Media) in Public Organizations ^†

Abstract

Perceptions of public administration’s service effectiveness are closely linked to satisfaction with service quality, which depends on factors such as efficiency, transparency, accountability, and responsiveness to citizens’ needs. This study aimed to assess citizens’ perceptions of public services provided by Greek public administration, both digitally and in person, and their resulting satisfaction levels. A sample of 551 citizens utilizing public services responded to a questionnaire developed on the basis of relevant literature. Employing inductive statistical methods, such as the paired samples t-test, this study investigated the differences in satisfaction levels between the two service delivery modes. Overall, citizens’ satisfaction was deemed above average. However, the paired samples t-test revealed no significant difference in satisfaction ratings between the electronic and in-person services. In conclusion, citizen satisfaction with public services remains closely linked to in-person interactions with public-sector personnel, emphasizing the need for improvements in Greek electronic public services to better meet citizens’ needs.

1. Introduction

Over the years, the relationship between the government, notably the public administration, and citizens has undergone various transformations, often characterized by bureaucratic procedures and excessive formalities [1]. In particular, within Greek public administration, there has been a noticeable shift toward more modernized practices in recent years, following the pandemic. This evolution entailed a heightened emphasis on improving service quality to better meet citizens’ needs, signifying a more contemporary approach to organizational structure and functionality [2].

Greek public administration has embraced a seamless blend of online convenience and offline support after the pandemic, incorporating both e-services and in-person interactions to cater to citizens’ needs effectively [3]. This approach aimed to combine the convenience of digital services with the personalized touch of face-to-face encounters to enhance overall service delivery and citizen satisfaction [4].

When comparing digital and in-person public services in terms of citizens’ satisfaction, notable differences affected their perceptions and experiences. Electronic public services, often referred to as e-government services, offer convenience, accessibility, and efficiency through digital platforms [5]. Citizens can access these services remotely, anytime and anywhere, thereby reducing their need for a physical presence. This ease of access can enhance user satisfaction by reducing the required time and effort. In addition, electronic services can provide quicker responses, streamlined processes, and personalized interactions, thereby contributing to a positive user experience [6].

By contrast, in-person public services involve face-to-face interactions with government officials or service providers. Although this traditional approach may offer a more personalized touch and human connection, it can sometimes lead to longer wait times, bureaucratic procedures, and limited operating hours [7]. In-person services may also be subject to geographical constraints, requiring citizens to physically visit government offices, which can be inconvenient and time-consuming. These factors can affect satisfaction levels, especially in individuals with busy schedules or limited mobility [8].

Citizens’ satisfaction with government actions depends on their assessment and appraisal of their experiences concerning service quality. Indeed, individuals’ perceptions of public services play a pivotal role in shaping their attitudes towards their government [9]. In instances where the performance of public services falls short, citizens are prone to harbor pessimism and exhibit reduced willingness to support challenging governmental decisions such as tax hikes [10]. Conversely, when citizens are provided with efficient, impartial, interactive, transparent, accountable, functional, enhanced, and responsive services, they tend to trust public services and express satisfaction with their utilization, as highlighted by Oswald [11].

Moreover, citizen satisfaction extends beyond the mere assessment of service quality; it encompasses an emotional state closely tied to the service experience. This materializes when the actual service consumption experience surpasses customer expectations. Citizen satisfaction hinges on public services, facilitating an open flow of information to and from citizens and granting them access to a plethora of transparent and clear information [12].

Nguyen [13] revealed that citizens’ satisfaction with a particular traditional public service is contingent upon factors such as competence, sense of duty, qualifications, and time devoted by civil servants to citizens. Subsequently, Nguyen identified factors influencing citizens’ satisfaction, including the performance, empathy, reliability, and individualized approach of public servants to each citizen’s personal concerns.

Another determinant that contributes to citizens’ satisfaction with in-person services is the integrity of civil servants in their work. This integrity is closely linked to adherence to regulations and ethical considerations. Civil servants who prioritize upholding standards of integrity, rigorously follow procedures, and foster high-quality environments are likely to enhance citizen satisfaction [14,15].

However, in the contemporary landscape, characterized by the successful implementation of e-government in the public sector, citizen satisfaction is influenced not only by the factors mentioned earlier but also by the level of interactivity offered through technology [15]. First, citizens tend to prefer e-government services when they are governed by ethical principles, prioritize the protection of personal data, streamline bureaucratic processes, and actively combat corruption. Additionally, the effectiveness of interactivity is gauged by the public provider’s ability to meet user demands and deliver social benefits inherent in utilizing smart technologies or devices. Engaging with citizens through technology entails swift action and heightened sensitivity within a secure, technological, and informational framework [16].

Another pivotal factor shaping citizens’ satisfaction with the public e-service provision is the functionality offered by the service [17]. Functionality denotes the practicality and ease of use of service content and operations within a specified timeframe, using specific resources. It directly impacts service quality and subsequently influences citizen/customer satisfaction [18]. Often intertwined with service usefulness, functionality plays a significant role in shaping user satisfaction [19]. Additionally, the responsibility demonstrated by public services toward each citizen user is noteworthy as an influencing factor. Particularly, in cases involving citizen service delivery through e-government, the assumed level of responsibility significantly affects satisfaction and service quality [20].

2. Objective

Despite the extensive literature acknowledging the significance of customer satisfaction, particularly within the realm of public administration, there remains a gap in understanding the specific perceptions of citizens regarding the quality of services provided by Greek public administration. While existing studies have explored various aspects of customer satisfaction and their relationship with service quality, there is limited research focused on evaluating citizens’ perceptions of both electronic and in-person services offered by Greek public administration.

Thus, the primary aim of this study was to capture and evaluate citizens’ perceptions of the services provided by Greek public administration, encompassing both electronic and in-person channels. Specifically, this study sought to assess the level of service quality perceived by citizens and explore its implications for citizen satisfaction.

This study is significant in several ways. First, it addresses a notable gap in the literature by focusing on citizens’ perceptions of the services provided by Greek public administration, thereby contributing to a better understanding of citizen satisfaction within this context. Second, by examining both digital and in-person service channels, this study offers comprehensive insights into the quality of service across different modes of delivery. Finally, the findings of this study have practical implications for policymakers and public administrators, as they can inform efforts to improve service quality and enhance citizen satisfaction within Greek public administration.

3. Methods

3.1. Study Design and Participants

This study employed a cross-sectional survey methodology to explore differences in citizen satisfaction levels between traditional in-person and electronic services. This approach facilitated the investigation of key variables such as citizen satisfaction, while offering insights into participants’ attitudes and behaviors. By encompassing both types of service interactions, this study aimed to provide a comprehensive understanding of citizen satisfaction within the context of Greek public administration.

This study targeted individuals who utilized both online and in-person government services in 2021. Participation in the study was voluntary, and individuals were provided with an explanation of the research purpose. Their perceptions were captured through an anonymous questionnaire, administered both in person and electronically by the researchers.

Participants were selected on the basis of accessibility, with the goal of achieving a diverse representation of citizens. A total of 551 individuals participated in the study, and data were collected from March to June 2021.

3.2. Instruments

In this study, data were gathered using a questionnaire to acquire information necessary to conduct the research. The structure of the research tool was developed on the basis of a systematic literature review, primarily of articles, theses, and books [10,21,22]. The questionnaire was divided into two sections, each of which is discussed in detail below. The first section of the questionnaire comprised 27 questions aimed at assessing citizens’ level of satisfaction with public services. These questions focused on various aspects of the services that the participants reported, such as individual satisfaction with both traditional and online services, timeliness and accessibility, responsiveness, accountability of the provided information, citizens’ expectations, and transparency. Responses were rated on a five-point Likert scale ranging from 1 to 5, where 1 signified “strongly disagree” and 5 represented “strongly agree”.

The second section of the questionnaire focused on collecting demographic information from participants, including gender, age, educational level, monthly income, marital status, and place of residence.

3.3. Data

For statistical analysis, this study employed the statistical software SPSS 25. The two-sided significance level for drawing conclusions was set at 5%. Descriptive analysis of the results included frequencies and percentages for demographic characteristics and means and standard deviations for Likert-type questions. A neutral value of 3 was established, with higher scores indicating greater satisfaction with the public services.

Pearson’s r was used to investigate the correlation between satisfaction levels and electronic or traditional services. This correlation analysis utilized quantitative variables extracted from the questionnaire [23].

4. Results

4.1. General Characteristics

A total of 551 individuals participated in the survey, consisting of 339 females (61.52%) and 212 males (38.48%). Most participants indicated their age bracket as 41–50 years old (37.39%). In terms of education, 238 respondents reported having only a bachelor’s degree (43.19%). Regarding marital status, 72.60% of participants reported being married. More than half of the respondents reported a monthly income ranging from EUR 1001 to EUR 2000 (52.99%). The majority (72.58%) stated that they lived in urban areas (

Table 1. Characteristics of participants (n = 552).

Characteristics	Categories	n (%)
Sex	Men	212 (38.48)
	Women	339 (61.52%)
Age	18–30	51 (18.3)
	31–40	154 (27.95)
	41–50	206 (37.39)
	51–60	128 (23.23)
	≥61	12 (2.18)
Education	Primary education	3 (0.54)
	Secondary education	94 (17.06)
	Bachelor	228 (43.19)
	Master–PhD	261 (39.20)
Marital status	Not married	112 (20.33)
	Married	400 (72.60)
	Widow	39 (7.08)
Monthly income	EUR ≤ 500	68 (12.34)
	EUR 501–1000	149 (27.04)
	EUR 1001–2000	292 (52.99)
	EUR ≥ 2001	42 (7.62)
Residence	Urban area	433 (78.58)
	Non-urban area	118 (21.42)

).

4.2. Descriptive Statistics

Table 2. Mean and standard deviation for citizens’ satisfaction ratings for online and in-person public services.

Characteristics	M ± SD
Online public services	3.23 ± 1.08
In-person public services	3.20 ± 1.13

presents an overall assessment of citizens’ satisfaction levels regarding the delivery of public services, whether through electronic means or in person. The results indicated a slight preference among participants for the quality of digital services (M = 3.23, SD = 1.08) compared with in-person public services (M = 3.20, SD = 1.13). Consequently, citizen satisfaction with public services continues to be associated with face-to-face interactions in the public sector. This suggests that citizens hold higher expectations for e-services provided by public administration relative to their actual experiences, resulting in lower satisfaction scores.

This study explored citizens’ satisfaction with digital public services, as revealed by their responses.

Table 3. Mean and standard deviation for citizens’ satisfaction ratings for online public services.

Factors	M ± SD
Accessibility	3.65 ± 0.83
Timeliness	3.46 ± 0.75
Responsiveness	3.37 ± 1.05
Transparency	3.23 ± 1.00
Citizens’ expectations	2.90 ± 1.03
Accountability	2.77 ± 0.94

presents the results. The participants exhibited the highest level of satisfaction with the accessibility of electronic services (M = 3.65, SD = 0.83). Nonetheless, there was an indication among participants of the anticipated evolution of e-services, as their expectations (M = 2.9, SD = 1.03) and perceptions of service accountability (M = 2.77, SD = 0.94) through public service websites fell below the average.

This study emphasizes the importance of understanding user needs and expectations for successful service delivery. Attention was paid to citizen-centric services and self-service options, highlighting the critical role of citizen satisfaction in the success of e-government initiatives. Thus, this study underscores the importance of continuous evaluation and enhancement of e-government services to meet evolving citizen needs and expectations, ultimately fostering greater satisfaction and loyalty among users.

To assess the sample’s stance regarding the satisfaction level with traditional public services provided by Greek public administration and its determinants, the mean value and standard deviation for each factor were computed. As indicated in

Table 4. Mean and standard deviation for citizens’ satisfaction ratings for in-person public services.

Factors	M ± SD
Accessibility	3.45 ± 0.93
Timeliness	3.30 ± 1.10
Responsiveness	3.20 ± 0.99
Citizens’ expectations	3.15 ± 1.08
Accountability	3.15 ± 1.04
Transparency	2.95 ± 1.05

, participants’ assessments were favorable regarding the accessibility factor (M = 3.45, SD = 0.93). Similarly, consistent findings were observed for timeliness (M = 3.30, SD = 1.10), responsiveness (M = 3.20, SD = 0.99), expectations (M = 3.15, SD = 1.08), and accountability (M = 3.15, SD = 1.04). However, the satisfaction levels were relatively low for the transparency dimension (M = 2.95, SD = 1.05).

Overall, while participants generally expressed positive perceptions of traditional public services provided by Greek public administration, there are areas such as transparency where improvements could be made to enhance citizen satisfaction. Additionally, the findings of the research showed that citizens’ belief in the transparency of procedures is also important for satisfaction.

4.3. Citizens’ Satisfaction Levels with In-Person and Online Public Services

A paired sample t-test was conducted to assess whether there was a discrepancy in citizen satisfaction levels between online and in-person public services. The findings revealed no statistically significant difference between citizens’ satisfaction with traditional public services (M = 3.20, SD = 1.13) and digital public services (M = 3.23, SD = 1.08) (t(550) = 1.217, p = 0.112).

The average satisfaction scores and standard deviations for both traditional and online public services were nearly identical, indicating that citizens perceived both types of services in a similar manner. These findings imply that Greek public administration does not ensure elevated levels of satisfaction among e-service users, as its services do not fundamentally differ or offer additional value across various service delivery channels.

5. Discussion

The main objective of this research was to examine and assess how citizens perceive the services offered by Greek public administration, covering both digital and in-person avenues. More precisely, this study aimed to evaluate citizens’ perceived level of service quality and investigate its impact on citizen satisfaction, emphasizing the interconnectedness between satisfaction and quality.

The findings of the study indicate a slight inclination among respondents toward favoring the quality of electronic services compared with in-person public services. This result is consistent with previous research that emphasizes the convenience factor of digital services overshadowing physical services [5]. In fact, convenience plays a crucial role in citizens’ decision-making, with digital services being preferred because of their convenience [6].

Analyzing these findings reveals the increasing importance of digital convenience in citizens’ decision-making processes, as indicated by the shift toward digital services highlighted in the study results. Thus, it is imperative for public organizations to comprehend and adjust to these preferences to ensure that their offerings align with citizens’ expectations and enhance customer satisfaction. When citizens receive services and benefits that do not meet their desired standards and perceive the state as indifferent to their needs, it leads to disappointment and fosters a lack of trust in Public Administration, exacerbating the specific issues they encounter [24].

Additionally, the findings revealed a predominant pattern of citizen satisfaction, particularly emphasizing in-person interactions within the public sector. Analyzing these results reveals that citizen satisfaction with public services is still closely tied to the quality of face-to-face interactions within the public sector. Essentially, the better citizens are treated by civil servants, the more satisfied they are with the reliability of public services [25]. Our findings are consistent with those of Favero et al. [26] and Song et al. [25], who posited that how citizens are treated by civil servants correlates directly with improved service quality and heightened citizen satisfaction. Additionally, according to Mizrahi et al. [27], citizens’ overall assessment of the functioning of public administration is rooted in their trust in the good intentions, actions, and performance of public sector employees and politicians in advancing public interest. Hence, in line with Ghodousi et al.’s [28] study, the human aspect of public services exerts a more significant influence on customer satisfaction than tangible material factors including cultural elements.

Overall, it can be noted that the perception of electronic services offered by the Greek public sector is average, and according to the existing literature, there are significant shortcomings and deficiencies. Specifically, the Greek public sector has not made significant strides in integrating modern technologies into its services, resulting in citizens not being served adequately.

Later, the study results revealed that citizens’ trust in the transparency of procedures was crucial for their satisfaction. The more they perceive the transparency of public services, the higher their expectations from public administration. As corroborated by existing literature, satisfaction with the services provided by public administration varies across countries, contingent upon citizens’ trust in each national legislative framework. However, even within this context, citizens express satisfaction when the quality of their services surpasses their expectations [25].

According to Andrews and Van de Walle [29], transparency is related to the expectations of citizens as well as to the possible reforms of public administration in terms of effectiveness and efficiency. However, citizens expect the quality of public digital services to improve the transparency of public administration, giving them the ability to monitor and evaluate government performance and promote a culture of wider interaction between citizens and the government [30].

The study’s outcomes suggest that citizens perceive both types of service similarly. These results imply that Greek public administration does not guarantee heightened levels of satisfaction among e-service users, as its services lack fundamental differentiation or additional value across various service delivery channels. Consequently, citizens’ satisfaction with public services does not reach optimal levels, indicating that they are not entirely content with the service experience, as they fall short of their ideal expectations. Essentially, these findings underscore the possibility of ongoing improvements that Greek public administration should consider to further enhance its development.

The present study has certain limitations. One such limitation arises from the self-reported nature of the questionnaire. The questionnaire, which is a commonly employed methodological tool, is susceptible to response bias, as participants may tend to present themselves in a more favorable light. In addition, the methodological approach may have restricted participation in individuals with internet access and technological proficiency, thus potentially excluding certain demographics.

Therefore, future research in the realm of citizen satisfaction with public services in Greek public administration should aim to address several key areas to enhance understanding and inform policy decisions. First, expanding the participant pool to include a larger and more diverse sample encompassing various demographic groups would provide more comprehensive insights into the factors that influence citizen satisfaction. Additionally, employing a mixed-methods approach that combines quantitative survey data with qualitative interviews or focus groups could offer deeper insight into the underlying reasons for citizen satisfaction or dissatisfaction. It would also be beneficial to assess the impact of specific interventions implemented by the administration to improve citizen satisfaction and explore the role of technology in enhancing service delivery. Finally, investigating cross-cultural differences in satisfaction levels and preferences across different regions or countries could offer valuable insights for policymakers and public administrators.

6. Conclusions

In conclusion, this research provides valuable insights into citizen satisfaction with public services within the Greek public sector, both in-person and electronically. One of the primary conclusions drawn from this study is the significant potential for the improvement of electronic services, highlighting areas where enhancements and adjustments can be made to serve citizens better. Although digital government initiatives are relatively recent, ample opportunities remain for refinement to enhance citizens’ expectations, reliability, and transparency. Additionally, the study underscores the critical role of the human element in public service delivery, with citizens’ satisfaction intricately linked to the demeanor and responsiveness of civil servants. The willingness of civil servants to address citizen needs and resolve issues directly affects citizen satisfaction with their service experience. Furthermore, this study highlights the influence of citizens’ expectations of their trust in public administration and its services. Overall, these findings emphasize the importance of ongoing evaluation and adaptation to meet citizens’ expectations, ultimately fostering greater satisfaction and trust in public services.