A Netnographic Analysis of Public Sentiments towards Poor Public Service Image in Nigeria

Background: The relationship between citizens and government is often mirrored in the functionality of the public service sector. In Nigeria, this relationship is frequently characterised by widespread expressions of distrust and dissatisfaction from both public service workers and the general populace. While the government beats its chest, claiming to have done so much for the people to justify its mandate, the people express dissatisfaction with government policies and leadership strategy. This disharmony indicates the existence of disconnection, either from the government or the governed. Objective: This study investigated the prevailing relational attitudes of both the governed (the people) and the Government (the power) toward Nigeria’s public service delivery, using social exchange theory to explore the dynamics of governance, trust, and institutional performance. Method: Adopting a netnographic methodology, the study involved participant observation across three Nigerian Facebook communities, including pages of top government functionaries and agencies. Online discussions, attitudes, and perceptions about public service delivery were analysed, using thematic analysis. Ethical standards were upheld by anonymising the identities of participants and actual names of the communities due to the absence of prior consent for disclosure. Result: Findings indicate a complex interplay of individual and structural factors in Nigeria’s public service. Policymakers as well as members of the public express frustration with corruption, inefficiency, lack of accountability, and weak institutional structures. While individual behaviours such as poor work ethics contribute to discontent, systemic issues like bureaucratic bottlenecks, poor communication strategy and inconsistent policies reinforce public distrust and poor service delivery. Conclusion: The study reveals a deeply rooted disenchantment with public service operations, driven by both human and institutional shortcomings, significantly poor advertisement of government efforts. Effective reform requires addressing these dual dimensions to improve governance and restore public confidence. Unique contribution: By framing public sector issues within the lens of social exchange theory, this research contributes novel insights into the relational dynamics between people and power. It enhances scholarly discourse and offers practical strategies for reforming Nigeria’s public service system. Key recommendation: Government should adopt intentional and transparent communication strategies that showcase genuine efforts at accountability and reform. Equally important is capacity building for public servants to enhance motivation and professional ethics.