A Study on the Relationship between Public Administration and its Clients Focusing on Two Client Characteristics for Improving the Relationship

摘要

The focus of this paper is to study the possible effects of two independent variables on the relationship between the public servants and their users. The two independent variables are the organisation's degree of maturity of information technology and the organisation's degree of freedom of choice. The degree of maturity of information technology has marked effects on Relationships (Holmes 2001, Sawhney & Zabin 2002) and the freedom of choice for the organization is a crucial dimension to discern public organizations from private ones. The relationship between the two parties are also influenced by other factors such as the roles performed by clients and public servants, the covering of the clients needs, and the communication between the two parties.