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Appendices

Conceptual model of trust and satisfaction

A conceptual model underpins our understanding of trust and satisfaction. The relationship between trust, satisfaction and other important factors is well understood conceptually based on academic research.

  • Trust and satisfaction exist in a feedback loop, as set out in the diagram below. ​
  • Trust conveys expectations about needs being met. ​
  • Satisfaction is a product of the extent to which services live up to those expectations. ​
  • Other independent factors feed into that loop and ultimately influence trust, such as the individual characteristics and needs of the person doing the trusting, the action of the trustee (in this case the service experience), and other contextual factors.

Figure 50: Conceptual model of the drivers of trust and satisfaction

Flow diagram showing a model of trust and satisfaction in Australian public services. Context and individual needs feed into general trust, which shapes service expectations. Expectations, influenced by service experience, lead to satisfaction. Satisfaction builds specific trust in a service, which loops back to reinforce general trust.
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Acknowledgement of Country

The APSC acknowledges the Traditional Custodians of Country throughout Australia and recognises the continuing connection to lands, waters and communities. We pay our respect to Aboriginal and Torres Strait Islander cultures and to Elders both past and present.