Belediyelerin Sunduğu Hizmetlerde Vatandaş Memnuniyeti: Silifke Belediyesi Örneği

Year 2011, Issue: 25, 121 - 133, 01.02.2011

Mehmet Göküş Hakan Alptürker

Abstract

Yerel yönetimler, demokratik bir yönetim birimi olarak vatandaşların beklentilerine ve isteklerine uygun kamusal hizmetler sunarak vatandaşımemnun etmenin uğraşısıiçerisindendiler. Halka en yakın hizmet birimi olan belediyelerin, halkın ihtiyaç ve isteklerine duyarlıdavranmaları, halkın sürekli desteğini ve beğenisini kazanmalarıbelediye yönetimleri için önemli bir durumdur. Bu çalışmada Silifke Belediyesinin sunduğu hizmetlerden, Silifke’de yaşayan vatandaşların memnuniyet düzeyleri belirlenmeye çalışılmıştır. Bu çerçevede hizmetlerden memnuniyetin cinsiyete, yaşa, eğitim düzeyine, gelir düzeyine ve ikamet edilen mahalleye göre farklılık gösterip göstermediği araştırılmıştır. Belediye hizmetlerden yararlanan vatandaşların memnuniyet düzeyini belirlemek için anket yöntemi uygulanmışelde edilen veriler SPSS 12.0 paket programıkullanılarak bilgisayar ortamına aktarılmıştır. Vatandaşmemnuniyetinin belirlenmesinde frekans dağılımı, farklılıkların tespitinde ise t-testi ve anova analizleri yapılmıştır.

Keywords

Belediye, Belediye Hizmetleri, Kullanıcı Memnuniyeti

The Gratification of Citizens for the Facilitations Serviced by the Municipality: The Case of Silifke Municipality

Abstract

That globalization has surrounded the social and economic life has led to the start of labouringly to enable the public good and services satisfy the expectation of the citizens. As a result of this, governments have gone through a compulsory change in the concept of public goods and services. Today, local governments are supposed to present new public services while fulfilling the the present public services more effectively. Local governments, by their participating the citizens into the presented local services, are going through a raising responsibility. The importance of local governments is increasing in terms of the presentation of public services. Municipalities, as a part of local governments, present public services dealing with the daily life’s of the citizens. Doubtlessly, fulfilling the citizen satisfaction is essentially important for municipalities. It’s important for municipal governments to behave sensitively towards the needs and requests and to get the support and trust of citizens. The cases about which to be careful are to measure the public satisfaction with these services, to take precautions and to provide citizen-centered services. The satisfaction level of citizens about municipality is closely related to fulfilling the contemporary city and environment standards for districts. Municipalities are supposed to be successful as they fulfill the wants and needs of their citizens. Conscious citizens have started to demand of good quality services in their city or district. 5393 numbered Municipality Law has focused on to give more resource, responsibility and authority for local governments for raising citizen participation, improving democracy and getting the support of local people. To know the ideas and inclinations of the pre-serviced citizens is only possible by participating them into management democratically. There may be three reasons of citizens for not being satisfied with public services. First of all, failure of applying citizen chaises into public strategies, secondly, not paying attention to productivity principle while presenting the services. As the public think that with the same resources more services can be presented, the become more and more dissatisfied. Thirdly, the fact that the public employers use the public resources for their own use causes dissatisfaction. Besides these reasons, the previous experiences of the ones who make use of public services, their education level, individual characteristics, advertisements and public relations campaigns, communication with environment and the obtained information effects the satisfaction level. For this reason, in terms of determination of the municipalities service satisfaction, it is required to carry out the constant and updateable situation analysis and provide service according to demands and expectations of citizens by seeing them as customers rather than citizens. In the literature intended for the satisfaction of the users of the municipal services and municipalities; there are studies related to measurement of municipalities’ service quality and assessment of provided service and life quality by municipalities. Study of Turkish Economic and Social Studies Foundation is basic example can be given concerning this issue among them. According to research results; sense of confidence for the public administration and sense of satisfaction about provided service is quite low. Gümüşoğlu and his friends 2003 , dwelled on the importance of the quality of service in municipalities and aimed to determine people’s satisfaction from the studies of municipalities by doing a case study in Muğla, measured the perception of service quality expected from the municipality with servqual model. Bozlağan 2004 , evaluated the findings concerning “confidence, representation and satisfaction” as the factors which directly affected the satisfaction level for some services conducted by central government, municipalities and neighborhood. The research concerning measurement of Tokat municipalities’ service quality constitutes the other studying. Ardıç and his friends 2004 , surveyed the relation between service quality levels perceived by citizens and genders; according to their income levels, education levels, age groups and the duration of residence tried to determine the differences between the satisfaction levels of perceived service quality. In this study, it was tried to determine the satisfaction levels of citizens lives in Silifke about the services provided by Silifke Municipality. It was researched whether Citizens' satisfaction levels differed according to certain demographic criteria and tried to research and whether there are differences about being pleasure with the services according to gender , age, education level, residential neighborhood and looked for an answers for these hypothesis ; H1: According to gender; there is a difference about the citizens satisfaction concerning the municipalities service. H2: According to age groups; there is a difference about citizens satisfaction concerning the municipalities service. H3: According to education level; there is a difference about citizens satisfaction concerning the municipalities service. H4: According to income level; there is a difference about citizens satisfaction concerning the municipalities service. H5: According to neighborhoods; there is a difference about satisfaction concerning the municipalities service. Surveys have been used as data collection tool. Survey technique directed by respondent has been based on. The survey questions in each neighborhood at least thirty questionnaires have distributed to districts according to population and finished by taking back .Before passing the phase of conducting poll, preliminary test study has been made on sufficient number of reagent. By testing the intelligibility of expressions and questions with preliminary test, necessary changes have been made to eliminate misunderstandings, needs have been fulfilled and expressional validity has been provided. Survey questions of research consist of two chapters and nine questions. The first part consists of 8 questions including demographic reviews. The second section, including the services submitted by the municipality, to determine the level of citizen satisfaction of these services is composed of 38-point questions. On the development and evaluation of survey questions, open-ended questions, multiple choice and Likerttype questions were used. The data supplied from the participation of 469 citizens have been analyzed by statistical methods. While analyzing the datum, SPSS for Windows 12.0 packet program has been used. In analyses, frequency, t-test, ANOVA, reliability and validity analyses have been applied. The datum got via survey have been transformed into tables and commented. The measurement variables which will be used in testing the research hypotheses are composed of dependant and independent variables. The first part of survey, the demographic characteristics, includes independent; the second part of it, Municipality services includes dependant variables. The information about the content of survey questions are as below. In the research, the satisfaction level of citizens participating in the survey has been tried to measure. Despite some dissatisfaction in some certain aspects, the citizens are generally satisfied with the Municipality services. According to analyses results, the satisfaction level with Municipality services doesn’t vary statistically in terms of gender, age, education and income level. The difference is in the districts which have been settled. When we examine top five Municipality services that the citizens satisfy most, respectively, bus station services, indoor marketplace, district bazaars, cemetery services and nursing home services can be ordered. The top five services that the citizens are dissatisfied most, thought, are struggle with vermin, parking services, road construction and maintenance, the investments for the economical development of the city and the willingness and adequacy of a municipality employers on solving the problems

Keywords

Public Services, Municipality Services, User Satisfaction

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