تحسين الخدمة العمومية ودوره في تغيير صورة المؤسسة لدى المواطنين

Abstract

This study dealt with the topic of improving the public service and its role in changing the image of the institution among the citizen, because the citizen has always painted a negative image of the institution and the services it provides due to several obstacles, including cultural backwardness and administrative corruption, which is what made the Algerian government seek to improve and fix the situation as it relied on new measures to improve the public service in order to rebuild a good image of the institution among the citizens, as this study came to know the role of these improvements in changing the image of the institution among the citizens, by answering the following main question: What is the role of improving the public service in changing the image of the institution among the citizens As for the research community, a sample of citizens is represented by the customers of the Post center of Biskra municipality, so that the sample type is the accidental sample, consisting of 57 individuals, and a set of tools was employed to collect field data, namely: simple observation, questionnaire form as the main tool consisting of 21 questions, and to confirm the answers of the respondents, a codified interview was conducted with the window inspector, interspersed with 11 questions The SPSS statistical packages program was used to unload the data for analysis and draw conclusions from it. This study has encountered many difficulties, especially in its applied aspect, such as citizens ' lack of interest in the importance of scientific research, their reservation and unwillingness to answer, which made it difficult for us to collect the largest number of vocabulary, obstacles from the institution's management and procrastination in approving the request to conduct the field study because it is a financial institution.