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

Year 2025, Volume: 37 Issue: 2, 166 - 187, 25.06.2025

Yusuf Selimdaroğlu , Özgür Tonkal

https://doi.org/10.7240/jeps.1604611

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

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

Ethical Statement

Bu çalışma kapsamında, Samsun Üniversitesi Etik Kurulu (Etik kurul onay numarası: 2024-76) tarafından onay alınmıştır. Ayrıca, anketin gerçekleştirildiği İller İdaresi Genel Müdürlüğünden yazılı izin alınmış ve anket çalışması, kurum personellerine etik kurallar çerçevesinde uygulanmıştır.

Thanks

Gerçekleştirilen çalışmada Yusuf SELİMDAROĞLU fikrin oluşması, tasarımın yapılması, literatür taraması, çalışma kapsamında geliştirilen ölçeğin uygulanması, elde edilen sonuçların değerlendirilmesi başlıklarında; Özgür TONKAL sonuçların incelenmesi, içerik açısından makalenin kontrol edilmesi başlıklarında katkı sunmuşlardır.

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