An Investigation into Service Performance Measurement of Non-Governmental Organizations

Abstract

The actions of governments may sometimes be insufficient to satisfy their citizens in social, economic, cultural, political areas etc. The gap arising from this insufficiency is filled with the support of non-governmental organizations. In this study, the data obtained through implementation of a questionnaire which is generated by considering literature review and face-to-face interviews conducted with some NGOs with the participation of 249 individuals were analyzed. These analyses were made according to the type of NGOs. Following the presentation of the data obtained according to demographic characteristics, the relationship among five dimensions of NGOs’ service performance was analyzed.  Consequently, a significant and positive relationship was found between each pair of these. The hypothesis of this study was based on the difference between the dimensions of NGOs’ service performance according to the type of NGOs. The results suggested that these five dimensions differed, which was mainly originated from foundations and unions. 

Keywords

• Non-governmental organizations,NGOs’ service performance measurement,Service performance measurement

Sivil Toplum Kuruluşlarında Hizmet Performansının Ölçümü Üzerine Bir Araştırma

Abstract

Hükümetlerin faaliyetleri, vatandaşların sosyal, ekonomik, kültürel, siyasi ve benzeri alanlarda tatmin edilmesi noktasında yetersiz kalabilmektedir. Bu yetersiz kalmadan doğan boşluk sivil toplum kuruluşlarının (STK) desteği ile doldurulmaktadır. Bu çalışmada, literatür taraması ve bazı STK’lar ile yapılan mülakatlar sonucunda bir anket formu oluşturulmuş daha sonra anket uygulamasına 249 bireyin katılımı nihayetinde elde edilen veriler analiz edilmiştir. Bu analizler STK’nın türüne göre yapılmıştır. Demografik özelliklere göre elde edilen verilerin sunulmasının ardından STK’ların hizmet performansının beş boyutu arasındaki ilişki analiz edilmiştir. Sonuç olarak bu boyutların her bir ikilisi arasında anlamlı ve pozitif ilişki bulunmuştur. Bu çalışmanın hipotezi STK’ların türüne göre STK’ların hizmet performansı boyutları arasında yer alabilecek farklılığa dayanmaktadır. Sonuçlar göstermektedir ki bu beş boyut farklılık içermektedir ve bu farklılık büyük oranda sendika ve vakıflardan kaynaklanmaktadır.

Keywords

• Sivil toplum kuruluşları,Hizmet performansının ölçümü,STK’ların hizmet performansının ölçümü

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