Vatandaşların Yerel Hizmetlere Yönelik Memnuniyet Algıları Üzerine Bir Araştırma: Kars Belediyesi Örneği

Abstract

Market-based public administration approaches that have emerged under the influence of neo-liberalism have recently increased their influence. Today, citizens are perceived as customers; and the criteria of efficiency, speed and quality are brought into the forefront in public services. However, new public management approaches concern local governments closely. This is because winning the local elections depends on the efficient, high quality and fast execution of the services. In this context, it is significantly important to determine the level of satisfaction of the citizens from the local services. The aim of this study is to determine the satisfaction levels of citizens from municipal services in the case of Kars Municipality. In this study, face-to-face interview technique and quantitative research method were used. In this framework, a total of 550 questionnaires were distributed to the participants; however, the questionnaires of the participants who meticulously answered the questions were evaluated. The data obtained from the questionnaires were analysed and interpreted using the SPSS 12.0 package program. According to some of the findings obtained from the research, the most important local problems of the city of Kars are the lack of clean streets and streets, lack of road construction and maintenance services and inadequate social facilities. While the local services that citizen are most satisfied with are public health inspections, cemetery and fire / ambulance services; services with the lowest level of satisfaction; street / street cleaning, environmental protection, afforestation, parking services and road construction and maintenance services. Based on these data and findings, it can be said that; there is a similarity between the satisfaction levels of citizens and the topics they perceive as a problem. Thus, what the participants accepted as a problem such as cleaning of the streets, lack of road construction and maintenance services, and insufficient social facilities are also among the topics that citizens have the lowest level of satisfaction with local services.