The relevance of communication for the well-being of public personnel in local government: does it have an impact on citizen satisfaction?

Abstract

PurposeCommunication within a public organization is a fundamental aspect considering its contribution both to organizational well-being and – as highlighted by recent literature – to the improvement of relations with external users. This paper aims at analyzing the relevance of different dimensions of communication and the relationship between communication and citizens' satisfaction.Design/methodology/approachThe study is based on data collected through questionnaires (303; 86%) filled in by the public personnel of an Italian local government to verify the communication dimensions relevance. The authors applied the OLS method to test the relationship between communication dimensions and citizens' satisfaction (deriving from the municipality's customer satisfaction survey system, which collected 3,708 questionnaires).FindingsThe authors show that four of the five communication dimensions considered are particularly relevant and that two of them (“interpersonal communication” and “organizational communication”) positively influence the level of satisfaction of users of local public services (citizens' satisfaction), also countering the negative perception of certain sectors (e.g. taxes and local taxation, traffic police). The conclusion also highlights some limitations of the work.Originality/valueThe study brings new insights into the impact of communication (as an element of public employee well-being) on citizen satisfaction, leading to some useful implications for public managers.