Citizens' Complaints with the Public Services Performance are a Way to Improvement and Development: A Case Study of Public Sector Organizations of Bahrain

Public sector contributes a significant proportion to the GDP in most of the world economies. Public sector of Bahrain plays an effective role in the delivery of basic services that serve the country and all members of society. Complaints are an important way for the public sector organizations to be accountable to the public. In addition, to providing a valuable prompts to review organizational performance and the conduct of people that work within and for it. This chapter focused on citizens’ complaints and how its effects on the public services performance, as well as to highlight the importance of complaints as a tool to improving the public services performance in the public sector organizations of Bahrain. The primary results of this chapter are focused on complaints made by citizens about the performance of public services as a significant instrument for Bahrain's public sector organizations to implement and build solutions to improve and enhance performance of public services. Moreover, practical implications, when citizens complain they want their concerns to be taken seriously and, it is necessary, matters put right. This can increase the possibility of restoring satisfaction and trust of citizens in public services performance. 6 questions were used for the variable of public services performance, one of them covering the complaints, (Expectations complaints from citizens about performance of public services delivery taken seriously).