Acil Durum Çağrı Merkezi Uygulamalarında Kullanıcı Memnuniyeti ve Performans Analizi: 112 Örneği

Abstract

Bu çalışma, 112 Acil Çağrı Merkezi Uygulamasının işlevselliğini ve kullanıcı memnuniyetini değerlendirmek amacıyla beş test senaryosu tasarlayarak 3056 kişilik bir örneklem üzerinde uygulamıştır. Test sonuçları ve memnuniyet anketleri istatistiksel yöntemlerle analiz edilerek, uygulamanın performansına dair kapsamlı veriler elde edilmiştir. Çalışmada ayrıca, test senaryolarının kısıtlılıkları ele alınmış ve bu senaryoların daha gerçekçi, kapsamlı ve güvenilir hale getirilmesine yönelik öneriler sunulmuştur. Bulgular, çalışma yılı, cinsiyet ve yaş gibi demografik faktörlerin kullanıcı memnuniyeti üzerindeki etkisini ortaya koymaktadır. Elde edilen veriler, 112 Acil Çağrı uygulamasının iyileştirilmesine yönelik önemli çıktılar sunarak, acil durum müdahale sistemlerinin daha etkin ve verimli çalışmasına katkıda bulunmayı hedeflemektedir.

Keywords

• 112 Acil Çağrı Merkezi Uygulamaları
• Test Senaryoları
• Kullanıcı Memnuniyeti
• Acil Durum Müdahale Sistemleri
• Yazılım Test Süreçleri

User Satisfaction and Performance Analysis in Emergency Call Center Applications: The Case of 112

Abstract

This study evaluates the functionality and user satisfaction of the 112 Emergency Call Center Application by designing five test scenarios and applying them to a sample of 3,056 participants. Test results and satisfaction surveys were analyzed using statistical methods, providing comprehensive data on the application's performance. Additionally, the study addresses the limitations of the test scenarios and offers recommendations for making them more realistic, comprehensive, and reliable. The findings reveal the impact of demographic factors such as study year, gender, and age on user satisfaction. The obtained data provide significant insights for improving the 112 Emergency Call Application, contributing to the more effective and efficient operation of emergency response systems.

Keywords

• 112 Emergency Call Center Applications
• Test Scenarios
• User Satisfaction
• Emergency Response Systems
• Software Testing Processes

References

1. Aydemir, E., Demirel, N.Ç., Kıvrak, T., & Yüksel, M. (2014). Development of an Artificial Neural Networks Prediction Model for Determining Call Numbers to 112 Emergency Call Center. Pamukkale University Journal of Engineering Sciences, 20(5), 145-149.
2. Alpakan, A.H. (2019). Evaluation of Factors Affecting Attention Level of 112 Emergency Call Center Employees. Institute of Health Sciences.
3. Kaya, Z., & Öcal, H. (2023). The Effect of Transformational Leadership on Organizational Trust in Virtual Organizations - A Research in 112 Emergency Call Centers. Prehospital Journal, 8(1), 13-29.
4. Tarcan, M., Hikmet, N., Schooley, B., Top, M., & Tarcan, G.Y. (2017). An Analysis of the Relationship Between Burnout, Socio-demographic and Workplace Factors and Job Satisfaction Among Emergency Department Health Professionals. Applied Nursing Research, 34, 40-47.
5. Yuldoşev, D. (2015). The Effect of Technology Literacy on Electronic Product Purchasing Behavior (Kyrgyzstan Example). Sakarya University.
6. Uysal, İ., Kıyak, M., Eryılmaz, M., & Bektaş, G. (2022). Development and Application Example of Evaluation Scale in Terms of Satisfaction, Efficiency, Safety and Performance of 112 Emergency Aid Stations. Prehospital Journal, 7(2), 159-174.
7. Subudhi, B.S.K., Trecarichi, G., Dragoni, M., & Baillie, J.K. (2020). Performance Testing for VoIP Emergency Services: A Case Study of the EMYNOS Platform and a Reflection on Potential Blockchain Utilisation for NG112 Emergency Communication. Journal of Ubiquitous Systems & Pervasive Networks, 12(1), 1-8.
8. Siddiky, M.N.A., Rahman, M.E., & Uzzal, M.S. (2024). Beyond 5G: A Comprehensive Exploration of 6G Wireless Communication Technologies.

9. Yoou, S.K., & Kwon, H.J. (2015). Study About the Satisfaction with Simulation Practice Course Experience on ACLS of Paramedic Students. Journal of The Korea Academia-Industrial Cooperation Society, 16(10), 6647-6654.
10. Serdaroğlu, D. (2015). Software Testing Process and PRISMA Approach Application in TMMi Model. Institute of Science and Technology.
11. Garousi, V., Shepherd, D.C., & Herkiloğlu, K. (2020). Software-testing Education: A Systematic Literature Mapping. Journal of Systems and Software, 165, 110570.
12. Özdemir, E. (2020). Agile Approaches in Project Management in Large-scale Companies. Işık University.
13. Alshamrani, A., & Bahattab, A. (2015). A Comparison Between Three SDLC Models Waterfall Model, Spiral Model, and Incremental/Iterative Model. International Journal of Computer Science Issues, 12(1), 106.
14. Nalbant, E. (2020). The Importance of Testing in Software Life Cycle and Implementation of a Test Automation. Institute of Science and Technology.
15. Başar, A. (2015). Improvement of Test Processes with Maturity Level Model: An Application in a Software Development Company with Scrum. XVII. Academic Informatics Conference (AB 2015).
16. Öztürk, İ. (2022). The Importance and Methods of Software Testing Processes in Banking Sector. Journal of Computer Sciences and Technologies, 3(1), 23-29.
17. Yılmaz, N. (2023). Sustainable Leadership: A Scale Adaptation Study. Marmara University.
18. Bektaş, H. (2015). Factor Analysis for Binary Variables: An Application on Quality of Work Life.
19. Al-Hajri, F., & Al-Shaibani, A. (2019). Evaluating Emergency Management Systems: Key Performance Indicators and User Satisfaction. International Journal of Emergency Management, 18(3), 151-165.
20. Jørgensen, H. (2020). User Satisfaction in Emergency Response Systems: A Case Study of 112 Emergency Calls. Journal of Public Safety Technology, 34(2), 115-130.
21. Kouadio, A., N'Guessan, L., & Kone, Y. (2021). Performance Evaluation of Emergency Call Systems Under Stress Testing Conditions. Safety Science, 138, 105188.
22. Sharma, S., & Gupta, R. (2021). The Importance of Continuous Software Testing for Emergency Call Systems: A Review of Existing Practices. Journal of Software Engineering and Applications, 14(4), 244-259.
23. Todorov, E., Menzel, J., & Smith, T. (2020). User Interface Design for Emergency Response Systems: The Role of Demographics in User Satisfaction. International Journal of Human-Computer Interaction, 36(7), 626-637.