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

https://doi.org/10.17541/optimum.605039

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.

Keywords

Satisfaction, Expectation Anchoring, Expectation Disconfirmation, Performance, Public Goods

Adalet Hizmetlerinde Beklenti Çıpası ve Beklenti Yanlışlaması Hipotezleri: Türkiye Örneği

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.

Keywords

Memnuniyet, Beklenti çıpası, Beklenti yanlışlaması, Performans, Kamu hizmetleri

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