Expectation Anchoring and Expectation Disconfirmation Hypotheses of Judicial Services: The Case of Turkey
Year 2020,
, 297 - 314, 15.01.2020
Sevilay Ece Gümüş Özuyar
Alparslan Abdurrahman Başaran
Necmiddin Bağdadioğlu
Abstract
New public policies are implemented to make institutions more citizen-centered and more relevant to market conditions. With these policies, preferences and demands of citizens for public goods/services are tried to be determined to provide correct outputs that will satisfy desires and needs of citizens. So, socio-economic and socio-demographic elements of the residents where the services are provided should be well defined and the performance indicators should be shaped within this framework. Expectation anchoring and expectation disconfirmation hypotheses provide resolutions on individuals’ satisfaction from public services and the performance of the service provider. Our aim is to test the validity and the accuracy of both hypotheses for judicial services using TURKSTAT 2012 Life-Satisfaction-Survey data. 2012 is selected since it was the last year conducted at the national level. Accordingly, it is determined that the both hypotheses are valid, and satisfaction-based demand profiles of Turkish justice services consumers are obtained.
References
- Abdullah, H.S. & Kalianan M. (2008). From customer satisfaction to citizen satisfaction: rethinking local government service delivery in malaysia. Asian Social Science, 4(1), 87-92.
- Ahlerup P., Baskaran T. & Bigsten A. (2016). Public goods and tax compliance: the case of local health care in Rwanda. (International Growth Centre (IGC) and African Tax Administration Forum Joint Publication Working Paper). University of Gothenburg Centre of Globalization and Development.
- Akçakaya, M. (2012). Kamu sektöründe performans yönetimi ve uygulamada karşılaşılan sorunları. Karadeniz Araştırmaları, Sayı 32, 171-202.
- Akgül, A. (2003). Kamu yönetim siteminin dna’sını değiştirme modeli: değişim mühendisliği. Türkiye İsrafı Önleme Vakfı Yayınları Türkiye’nin Sorunlarına Çözüm Serisi, 1.
- Akinboade, O.A., Mokwena M.P & Kinfack E.C. (2014). Protesting for ımproved public service devlivery in south africa’s sedibeng district. Social Indıcators Research. 119 (1): 1-23.
- Arizti, P., Brumby J., Manning N., Senderowitsch R. & Thomas T. (2010). Results, performance budgeting and trust in government. The World Bank, 1-269.
- Başaran, M.A., Başaran, A.A., Çetinkaya, M. & Erkam S. (2014). Kamu hizmetlerinde performans denetimi ve memnuniyet: asayiş hizmetlerinde memnuniyetin bulanık mantık temelli analizi. 29. Türkiye Maliye Sempozyumu Bildiri Kitabı içinde (ss. 105-123), Sakarya.
- Baujard, A. (2013). Utilitarianism and anti-utilitarianism. Handbook of the history of economic analysis. (Vol. 3, Developments in major fields of economics). Cheltenham (UK): Edward Elgar Publishing Limited.
- Bentham, J. (1795). A Manual of political economy. London: Allen and Unwin.
- Bentham, J. (1954). Jeremy Bentham's economic writings. (W. Stark, Der.). Vol 3. London: Allen and Unwin.
- Bentham, J. (2000). An introduction to the principles of morals and legislation. Original book published in 1789. Kitchener: Batoche Book.
- Blaug, R., L. Horner & Lekhi R. (2006). Public value, citizen expectations and user commitment, a literature review. London: Work Foundation.
- Bölükbaşı A.G. & Yıldırtan D. Ç. (2010). Yerel yönetimlerde belediyenin başarısını ve yaşam memnuniyetini etkileyen faktörler üzerine bir alan araştırması. Marmara Üniversitesi Sosyal Bilimler Hakemli Dergisi, 9 (33), 237-235.
- Brenig, M. & Proeger T. (2016). Putting a price tag on security: subjective well-being and willingness to pay for crime reduction in Europe. (Discussion Paper Number 278). Center for European Governance and Economic Development Research.
- Caner A. (2016). Happiness and life satisfaction in turkey in recent years. Social Indicator Research, 127(1), 361-399.
- Castellanos - Cereceda, R. (2013). Understanding the linkages and possible causal relationships between the provision of basic public services, government performance and subjective wellbeing: the case of Mexico at the subnational level. (Conference Paper). ICPP 2013- 1st International Conference on Public Policy.
- Çoban, H. & Deyneli, F. (2005). Kamuda kalite artırma çabaları ve performansa dayalı bütçeleme. 20. Maliye Sempozyumu Bildiri Kitabı içerisinde (ss. 326-344). Denizli.
- Daştan, İ. & Delice, M.E. (2015). Belediye hizmetlerinden memnuniyet düzeylerini etkileyen faktörlerin değerlendirilmesi: İzmir büyükşehir belediyesi örneği. The Journal of Academic Social Science Studies, 32(1), 203-223.
- DeHoog,R.T., Lowery D. & Lyons W.E. (1990). Citizen satisfaction with local governance: a test of ındividual, jurisdictional, and city-specific explanations. The Journal of Politics, 52(3): 807-837.
- Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: serving rather than steering. Public Administration Review. 60(6), 549-559.
- Diagne, M.F., Ringold D. & Salman Z. (2012). Governance and public service delivery in Europe and Central Asia: unofficial payments, utilization and satisfaction. Policy Research working paper ; no. WPS 5994. Washington, DC: World Bank.
- Duffy, B. (2000). Satisfaction and expectations: Attitudes to public services in deprived areas. (CASE Paper No. 45). London School of Economics Centre for Analysis of Social Exclusion.
- Eren, V. (2003). Kamu yönetiminde yeni meşruluk temeli olarak müşteri odaklı yönetim yaklaşımı. Ankara Üniversitesi SBF Dergisi, 58 (1), 56-70.
- Eren, K. A. (2015). Subjective well-being and determinants of happiness in Turkey: 2004-2013 period. (Yayımlanmamış Yüksek Lisans Tezi). İstanbul tecnik Universitesi, İstanbul.
- Farazmand, A. (1997). Institutionalization of the new administrative state role. Conference Paper of 1997 Annual Conference of the American Political Science Assosiation. 28-31 Ağustos 1997, Washington DC.
- Ferreira, S., Moro M. & Clinch J.P. (2006). Valuing the environment using the life-satisfaction approach. (Working Paper). Planning and Environmental Policy Research Series; PEP/06/05. University College Dublin. School of Geography, Planning and Environmental Policy.
- Folz, D.H. (1996). Survey research for public administration. Thousand Oaks, CA: Sage Publications.
- Frey, B.S., Luechinger, S. & Stutzer A. (2009). The life satisfaction approach to valuing public goods: The case of terrorism. Public Choice, 138(3-4), 317–345.
- Gandelman, N. & Hernández-Murillo, R. (2012). What do happiness and health satisfaction data tell us about relative risk aversion?. (Discussion Paper, No. 74). Universidad Ort, Uruguay.
- Gürsakal S. & Öngen K.B. (2008). 2007 Yaşam memnuniyeti anketinin istatistiksel yöntemler ile analizi. Uludağ Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, XXVII(1), 1-14.
- Hausman, D. & McPherson M.S. (1997). Beware of economists bearing advice. Policy Options, 18(7), 16-19.
- James, O. (2009) Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107-123.
- Jilke, S.R. & Van de Walle S. (2013). Two-track public services? Citizens voice behavior towards liberalized services in the EU15. Public Management Review, 15(4), 465-476.
- Juwaheer, T. D. (2011). Gender bias in hotel guests’ perceptions of service quality: an empirical investigation of hotels in Mauritius. e-Review of Tourism Research, 9(5), 164-189.
- Kotakorpi K. & Laamanen J.P. (2007). Welfare state and life satisfaction evidence from public health care. (Working Paper No 07-053/3). University of Tampere Department of Economics, Tinbergen Institute.
- Levinson, A. (2009). Valuing public goods using happiness data: the case of air quality. (Working Paper No: 15156). The National Bureau of Economic Research, Cambridge.
- Lin, N. P., Chiu, H. C. & Hsieh Y.C. (2001). Investigating the relationship between service providers’ personality and customers’ perceptions of service quality across gender. Total Quality Management, 12(1), 57-67.
- Lyons W.E., Lowery D. & DeHoog R.H. (1992) The politics of dissatisfaction: citizens, services and urban ınstitutions. London: ME Sharpe, 19-45.
- Ma, L. (2017). Performance management and citizen satisfaction with the government: evidence from Chinese municipalities. Public Administration. 95(1), 39-59.
- Mansor, N. & Razali C.H.C.M. (2010). Customers’ satisfaction towards counter service of local authority in Terengganu, Malaysia. Asian Social Science, 6(8), 32-36.
- Michelson E. & Read B.L. (2011). Public attitudes toward official justice in Beijing and rural China., Margaret Y.K. Woo and Mary E. Gallagher (Der.), Chinese Justice: Civil Dispute Resolution in Contemporary China, içinde (ss. 169-203). Cambridge and New York: Cambridge University Press.
- Mill, J. S. (2008). Utilitarianism. 1863 recovered by Jonathan Bennett.Kitchener: Batoche Books.Miller, T.L. & Miller, M.A. (1991). Standards of excellence: US residents’ evaluations of local government services. Public Administration Review, 51 (6), 503-513.
- Millward, B. & Provan, K.G. (2000). Governing the hollow state. Journal of Public Administration Research and Theory, 10 (2), 359-379.
- Mokhlis, S., Aleesa, Y. & Mamat İ. (2011). Municipal service quality and citizen satisfaction in Southern Thailand. Journal of Public Administration and Governance, 1(1), 122-137.
- Montalvo, D. (2009). Citizen satisfaction with municipal services. AmericasBarometer Insights, 18: 1-6.
- Morgenson, F.V. (2012). Expectations, disconfirmation, and citizen satisfaction with the US federal government: testing and expanding the model. Journal of Public Administration Research and Theory, 23(2), 289-305.
- Muş, E., Köksal, T. & Yeşilyurt H. (2014). Türkiye’de güvenlik hizmetlerinin vatandaş memnuniyeti açısından değerlendirilmesi. International Journal of Human Sciences, 11(2), 559-581
- Ng, Y.K. (2000). Happiness, life satisfaction, or subjective well-being? a measurement and moral philosophical perspective. (Working Paper). Singapore Nanyang Tecnological University.
- OECD (2013). Citizen satisfaction with public services in government. OECD Glance 2013 içinde (ss. 1-167), OECD Publishing.Oliver, R. (1980). A Cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
- Osborne, D & Gaebler, T. (1992). Reinventing government: how the entrepreneurial spirit is transforming the public sector. MA: Addison-Wesley
- Parasuman, A., Berry L.L. & Zeithaml V.A. (1990). An empricial examination of relationship in an extended service quality mode. Marketing Science Institute, Cambridge.
- Peker, Ö. (1995). Toplam kalite yönetimi ve sürekli iyileştirme. Kamu Yönetimi Disiplini Sempozyumu Bildirileri. Cilt II, TODAİE Yayını, Ankara, 51-70.
- Rathgeb, S & Lipsky, M. (1993). Non-profits for hire: the welfare state in the age of contracting. Cambridge: Harvard University Press.
- Robertson, R. & Ball, R. (2002). Innovation and ımprovement in the delivery of public services: the use of quality management within local government in Canada. Public Organization Review: A Global Journal, 2 (4), 387-405.
- Roch, C. H. & Poister, T. H. (2006). Citizens, accountability, and service satisfaction. Urban Affairs Review. 41(3), 292-308.
- Salinas-Jimenez M., Artes J. & Salinas-Jimenez J. (2011). Education and satisfaction with life: the role of positional concerns. Social Indicators Research, 103(3), 409-426
- Snipes, R. L., Thomson, N. F., & Oswald S. (2006). Gender bias in customer evaluations of service quality: An empirical investigation. Journal of Service Marketing, 20(4), 274-284
- Steinberg H. (2009). State and local governments’ use of performance measures to ımprove service delivery. AGA CPAG Research Series. Report No.23, November 2009
- Stipak, B. (1980). Local governments' use of citizen surveys. Public Administration Review, 40 (5), 521-525.
- Swan, J.E. & Trawick F.I (1980). Satisfaction related to predictive vs. desired expectations. H.Keith Hunt ve Ralph L.Day (Der.). 4th Annual conference on cnsumer stifation, dissatisfaction, and complaining behavior içinde (ss. 7-12). Bloomington, Indiana University.
- Swindell, D. & Kelly, M. J. (2000). Linking citizen satisfaction data to performance measures: A Preliminary evaluation. Public Productivity and Management Review, 24(1), 30-52
- Şimşek, M. (2000). Sorularla toplam kalite yönetimi ve kalite güvence sistemleri. İstanbul: Alfa Yayınları.
- Tan, K. C. & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17-24.
- Topcu, Y. (2008). Çiftçilerin tarımsal destekleme politikalarından faydalanma istekliliğinde etkili faktörlerin analizi: Erzurum ili örneği. Akdeniz Üniversitesi Ziraat Fakültesi Dergisi, 21(2), 205–212.
- Urmson, J.O. (1953). The ınterpretation of the moral philosophy of J.S. Mill. The Philosophical Quarterly, 3(10), 33-39
- Van Praag, B.M.S & Baarsma, B.E. (2004). Using happiness surveys to value ıntangibles: the case of airport noise. The Economic Journal, 115(500), 224-246
- Van Raaij, W.F. (1989). Economic news, expectations and macro-economic behavior. Journal of Economic Psychology, 10(4), 473-493.
- Van Ryzin G.G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433-448
- Webb, K.W. & Harry, P.H. (1973). Obtaining citizen feedback: the application of citizen surveys to local governments. Washington DC: Urban Institute
- Wilson, A., Zeithaml V., Bitner M.J. & Gremler D.D. (2008). Services marketing. First European Edition: Mc Gram-Hill Education
- Yenice E. (2006). Kamu kesiminde performans ölçümü ve bütçe ilişkisi. Sayıştay Dergisi. 61, 57-68
Adalet Hizmetlerinde Beklenti Çıpası ve Beklenti Yanlışlaması Hipotezleri: Türkiye Örneği
Year 2020,
, 297 - 314, 15.01.2020
Sevilay Ece Gümüş Özuyar
Alparslan Abdurrahman Başaran
Necmiddin Bağdadioğlu
Abstract
Kamu kurumlarının daha birey merkezli ve piyasa koşullarına daha uygun hale getirilmesi amacıyla yeni kamu politikaları uygulanmaktadır. Bu politikalarda vatandaşların istek ve ihtiyaçlarını tatmin edecek doğru çıktıların sunulabilmesi amacıyla yine vatandaşların mal ve hizmetlere yönelik tercih ve talepleri belirlenmeye çalışılmaktadır. Hizmetlerin sunulduğu ülkede yaşayan bireylerin sosyo-ekonomik ve sosyo-demografik unsurlarının iyi belirlenmesi, performans göstergelerinin bu unsurlar çerçevesinde şekillendirilmesi gerekmektedir. Beklenti yanlışlaması ve beklenti çıpası yöntemleri bireylerin kamu hizmetlerden memnuniyetleri ile hizmet sunucunun performansına dair çözümlemeler sunmaktadır. Bu çalışmada TÜİK 2012 Yaşam Memnuniyeti Anket verileri kullanılarak Türkiye’de beklenti yanlışlama ve beklenti çıpası savları adalet hizmetleri özelinde test edilmiştir. 2012 yılı TÜİK tarafından Türkiye genelinde bu anketin uygulandığı son sene olması maksadıyla seçilmiştir. Bulgulara göre, Türkiye için her iki hipotezin de geçerli olduğu saptanmış ve analizler sonucunda Türk adalet hizmeti kullanıcılarının memnuniyet bazlı talep profilleri de çıkarılmıştır.
References
- Abdullah, H.S. & Kalianan M. (2008). From customer satisfaction to citizen satisfaction: rethinking local government service delivery in malaysia. Asian Social Science, 4(1), 87-92.
- Ahlerup P., Baskaran T. & Bigsten A. (2016). Public goods and tax compliance: the case of local health care in Rwanda. (International Growth Centre (IGC) and African Tax Administration Forum Joint Publication Working Paper). University of Gothenburg Centre of Globalization and Development.
- Akçakaya, M. (2012). Kamu sektöründe performans yönetimi ve uygulamada karşılaşılan sorunları. Karadeniz Araştırmaları, Sayı 32, 171-202.
- Akgül, A. (2003). Kamu yönetim siteminin dna’sını değiştirme modeli: değişim mühendisliği. Türkiye İsrafı Önleme Vakfı Yayınları Türkiye’nin Sorunlarına Çözüm Serisi, 1.
- Akinboade, O.A., Mokwena M.P & Kinfack E.C. (2014). Protesting for ımproved public service devlivery in south africa’s sedibeng district. Social Indıcators Research. 119 (1): 1-23.
- Arizti, P., Brumby J., Manning N., Senderowitsch R. & Thomas T. (2010). Results, performance budgeting and trust in government. The World Bank, 1-269.
- Başaran, M.A., Başaran, A.A., Çetinkaya, M. & Erkam S. (2014). Kamu hizmetlerinde performans denetimi ve memnuniyet: asayiş hizmetlerinde memnuniyetin bulanık mantık temelli analizi. 29. Türkiye Maliye Sempozyumu Bildiri Kitabı içinde (ss. 105-123), Sakarya.
- Baujard, A. (2013). Utilitarianism and anti-utilitarianism. Handbook of the history of economic analysis. (Vol. 3, Developments in major fields of economics). Cheltenham (UK): Edward Elgar Publishing Limited.
- Bentham, J. (1795). A Manual of political economy. London: Allen and Unwin.
- Bentham, J. (1954). Jeremy Bentham's economic writings. (W. Stark, Der.). Vol 3. London: Allen and Unwin.
- Bentham, J. (2000). An introduction to the principles of morals and legislation. Original book published in 1789. Kitchener: Batoche Book.
- Blaug, R., L. Horner & Lekhi R. (2006). Public value, citizen expectations and user commitment, a literature review. London: Work Foundation.
- Bölükbaşı A.G. & Yıldırtan D. Ç. (2010). Yerel yönetimlerde belediyenin başarısını ve yaşam memnuniyetini etkileyen faktörler üzerine bir alan araştırması. Marmara Üniversitesi Sosyal Bilimler Hakemli Dergisi, 9 (33), 237-235.
- Brenig, M. & Proeger T. (2016). Putting a price tag on security: subjective well-being and willingness to pay for crime reduction in Europe. (Discussion Paper Number 278). Center for European Governance and Economic Development Research.
- Caner A. (2016). Happiness and life satisfaction in turkey in recent years. Social Indicator Research, 127(1), 361-399.
- Castellanos - Cereceda, R. (2013). Understanding the linkages and possible causal relationships between the provision of basic public services, government performance and subjective wellbeing: the case of Mexico at the subnational level. (Conference Paper). ICPP 2013- 1st International Conference on Public Policy.
- Çoban, H. & Deyneli, F. (2005). Kamuda kalite artırma çabaları ve performansa dayalı bütçeleme. 20. Maliye Sempozyumu Bildiri Kitabı içerisinde (ss. 326-344). Denizli.
- Daştan, İ. & Delice, M.E. (2015). Belediye hizmetlerinden memnuniyet düzeylerini etkileyen faktörlerin değerlendirilmesi: İzmir büyükşehir belediyesi örneği. The Journal of Academic Social Science Studies, 32(1), 203-223.
- DeHoog,R.T., Lowery D. & Lyons W.E. (1990). Citizen satisfaction with local governance: a test of ındividual, jurisdictional, and city-specific explanations. The Journal of Politics, 52(3): 807-837.
- Denhardt, R. B., & Denhardt, J. V. (2000). The new public service: serving rather than steering. Public Administration Review. 60(6), 549-559.
- Diagne, M.F., Ringold D. & Salman Z. (2012). Governance and public service delivery in Europe and Central Asia: unofficial payments, utilization and satisfaction. Policy Research working paper ; no. WPS 5994. Washington, DC: World Bank.
- Duffy, B. (2000). Satisfaction and expectations: Attitudes to public services in deprived areas. (CASE Paper No. 45). London School of Economics Centre for Analysis of Social Exclusion.
- Eren, V. (2003). Kamu yönetiminde yeni meşruluk temeli olarak müşteri odaklı yönetim yaklaşımı. Ankara Üniversitesi SBF Dergisi, 58 (1), 56-70.
- Eren, K. A. (2015). Subjective well-being and determinants of happiness in Turkey: 2004-2013 period. (Yayımlanmamış Yüksek Lisans Tezi). İstanbul tecnik Universitesi, İstanbul.
- Farazmand, A. (1997). Institutionalization of the new administrative state role. Conference Paper of 1997 Annual Conference of the American Political Science Assosiation. 28-31 Ağustos 1997, Washington DC.
- Ferreira, S., Moro M. & Clinch J.P. (2006). Valuing the environment using the life-satisfaction approach. (Working Paper). Planning and Environmental Policy Research Series; PEP/06/05. University College Dublin. School of Geography, Planning and Environmental Policy.
- Folz, D.H. (1996). Survey research for public administration. Thousand Oaks, CA: Sage Publications.
- Frey, B.S., Luechinger, S. & Stutzer A. (2009). The life satisfaction approach to valuing public goods: The case of terrorism. Public Choice, 138(3-4), 317–345.
- Gandelman, N. & Hernández-Murillo, R. (2012). What do happiness and health satisfaction data tell us about relative risk aversion?. (Discussion Paper, No. 74). Universidad Ort, Uruguay.
- Gürsakal S. & Öngen K.B. (2008). 2007 Yaşam memnuniyeti anketinin istatistiksel yöntemler ile analizi. Uludağ Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi, XXVII(1), 1-14.
- Hausman, D. & McPherson M.S. (1997). Beware of economists bearing advice. Policy Options, 18(7), 16-19.
- James, O. (2009) Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107-123.
- Jilke, S.R. & Van de Walle S. (2013). Two-track public services? Citizens voice behavior towards liberalized services in the EU15. Public Management Review, 15(4), 465-476.
- Juwaheer, T. D. (2011). Gender bias in hotel guests’ perceptions of service quality: an empirical investigation of hotels in Mauritius. e-Review of Tourism Research, 9(5), 164-189.
- Kotakorpi K. & Laamanen J.P. (2007). Welfare state and life satisfaction evidence from public health care. (Working Paper No 07-053/3). University of Tampere Department of Economics, Tinbergen Institute.
- Levinson, A. (2009). Valuing public goods using happiness data: the case of air quality. (Working Paper No: 15156). The National Bureau of Economic Research, Cambridge.
- Lin, N. P., Chiu, H. C. & Hsieh Y.C. (2001). Investigating the relationship between service providers’ personality and customers’ perceptions of service quality across gender. Total Quality Management, 12(1), 57-67.
- Lyons W.E., Lowery D. & DeHoog R.H. (1992) The politics of dissatisfaction: citizens, services and urban ınstitutions. London: ME Sharpe, 19-45.
- Ma, L. (2017). Performance management and citizen satisfaction with the government: evidence from Chinese municipalities. Public Administration. 95(1), 39-59.
- Mansor, N. & Razali C.H.C.M. (2010). Customers’ satisfaction towards counter service of local authority in Terengganu, Malaysia. Asian Social Science, 6(8), 32-36.
- Michelson E. & Read B.L. (2011). Public attitudes toward official justice in Beijing and rural China., Margaret Y.K. Woo and Mary E. Gallagher (Der.), Chinese Justice: Civil Dispute Resolution in Contemporary China, içinde (ss. 169-203). Cambridge and New York: Cambridge University Press.
- Mill, J. S. (2008). Utilitarianism. 1863 recovered by Jonathan Bennett.Kitchener: Batoche Books.Miller, T.L. & Miller, M.A. (1991). Standards of excellence: US residents’ evaluations of local government services. Public Administration Review, 51 (6), 503-513.
- Millward, B. & Provan, K.G. (2000). Governing the hollow state. Journal of Public Administration Research and Theory, 10 (2), 359-379.
- Mokhlis, S., Aleesa, Y. & Mamat İ. (2011). Municipal service quality and citizen satisfaction in Southern Thailand. Journal of Public Administration and Governance, 1(1), 122-137.
- Montalvo, D. (2009). Citizen satisfaction with municipal services. AmericasBarometer Insights, 18: 1-6.
- Morgenson, F.V. (2012). Expectations, disconfirmation, and citizen satisfaction with the US federal government: testing and expanding the model. Journal of Public Administration Research and Theory, 23(2), 289-305.
- Muş, E., Köksal, T. & Yeşilyurt H. (2014). Türkiye’de güvenlik hizmetlerinin vatandaş memnuniyeti açısından değerlendirilmesi. International Journal of Human Sciences, 11(2), 559-581
- Ng, Y.K. (2000). Happiness, life satisfaction, or subjective well-being? a measurement and moral philosophical perspective. (Working Paper). Singapore Nanyang Tecnological University.
- OECD (2013). Citizen satisfaction with public services in government. OECD Glance 2013 içinde (ss. 1-167), OECD Publishing.Oliver, R. (1980). A Cognitive model of the antecedents and consequences of satisfaction decisions. Journal of Marketing Research, 17(4), 460-469.
- Osborne, D & Gaebler, T. (1992). Reinventing government: how the entrepreneurial spirit is transforming the public sector. MA: Addison-Wesley
- Parasuman, A., Berry L.L. & Zeithaml V.A. (1990). An empricial examination of relationship in an extended service quality mode. Marketing Science Institute, Cambridge.
- Peker, Ö. (1995). Toplam kalite yönetimi ve sürekli iyileştirme. Kamu Yönetimi Disiplini Sempozyumu Bildirileri. Cilt II, TODAİE Yayını, Ankara, 51-70.
- Rathgeb, S & Lipsky, M. (1993). Non-profits for hire: the welfare state in the age of contracting. Cambridge: Harvard University Press.
- Robertson, R. & Ball, R. (2002). Innovation and ımprovement in the delivery of public services: the use of quality management within local government in Canada. Public Organization Review: A Global Journal, 2 (4), 387-405.
- Roch, C. H. & Poister, T. H. (2006). Citizens, accountability, and service satisfaction. Urban Affairs Review. 41(3), 292-308.
- Salinas-Jimenez M., Artes J. & Salinas-Jimenez J. (2011). Education and satisfaction with life: the role of positional concerns. Social Indicators Research, 103(3), 409-426
- Snipes, R. L., Thomson, N. F., & Oswald S. (2006). Gender bias in customer evaluations of service quality: An empirical investigation. Journal of Service Marketing, 20(4), 274-284
- Steinberg H. (2009). State and local governments’ use of performance measures to ımprove service delivery. AGA CPAG Research Series. Report No.23, November 2009
- Stipak, B. (1980). Local governments' use of citizen surveys. Public Administration Review, 40 (5), 521-525.
- Swan, J.E. & Trawick F.I (1980). Satisfaction related to predictive vs. desired expectations. H.Keith Hunt ve Ralph L.Day (Der.). 4th Annual conference on cnsumer stifation, dissatisfaction, and complaining behavior içinde (ss. 7-12). Bloomington, Indiana University.
- Swindell, D. & Kelly, M. J. (2000). Linking citizen satisfaction data to performance measures: A Preliminary evaluation. Public Productivity and Management Review, 24(1), 30-52
- Şimşek, M. (2000). Sorularla toplam kalite yönetimi ve kalite güvence sistemleri. İstanbul: Alfa Yayınları.
- Tan, K. C. & Kek, S. W. (2004). Service quality in higher education using an enhanced SERVQUAL approach. Quality in Higher Education, 10(1), 17-24.
- Topcu, Y. (2008). Çiftçilerin tarımsal destekleme politikalarından faydalanma istekliliğinde etkili faktörlerin analizi: Erzurum ili örneği. Akdeniz Üniversitesi Ziraat Fakültesi Dergisi, 21(2), 205–212.
- Urmson, J.O. (1953). The ınterpretation of the moral philosophy of J.S. Mill. The Philosophical Quarterly, 3(10), 33-39
- Van Praag, B.M.S & Baarsma, B.E. (2004). Using happiness surveys to value ıntangibles: the case of airport noise. The Economic Journal, 115(500), 224-246
- Van Raaij, W.F. (1989). Economic news, expectations and macro-economic behavior. Journal of Economic Psychology, 10(4), 473-493.
- Van Ryzin G.G. (2004). Expectations, performance, and citizen satisfaction with urban services. Journal of Policy Analysis and Management, 23(3), 433-448
- Webb, K.W. & Harry, P.H. (1973). Obtaining citizen feedback: the application of citizen surveys to local governments. Washington DC: Urban Institute
- Wilson, A., Zeithaml V., Bitner M.J. & Gremler D.D. (2008). Services marketing. First European Edition: Mc Gram-Hill Education
- Yenice E. (2006). Kamu kesiminde performans ölçümü ve bütçe ilişkisi. Sayıştay Dergisi. 61, 57-68