İki FarklıDönem İki Farklı Yönetim: Kentsel Hizmetler Düzleminde Kullanıcı Memnuniyeti: 2004 ve 2009 YıllarıIsparta Belediyesi Örneği

Year 2012, Issue: 27, 171 - 183, 01.02.2012

Nilüfer Negiz

Abstract

Günümüzde yerel yönetimler kamusal hizmetlerin büyük bir kısmınıüstlenmişlerdir. Zamanla sunulan kentsel hizmetler hem çeşitlenmek hem de bu hizmetler için kamu kaynaklarının etkin kullanılmasıgerekliliği ortaya çıkmıştır. Kamusal hizmetlerinin sunulmasında hizmetten faydalanan halkın tercihlerinin dikkate alınmasıhem kamusal kaynakların rasyonel olarak kullanılmasınısağlamakta hem de halkın kamu hizmetlerinden memnuniyet derecesini arttırmaktadır. Dolaysıyla belediyeler vatandaşların ihtiyaçlarınıkarşılayabildikleri ve memnuniyet düzeylerini sağladıklarıölçüde başarılı/etkin olarak tanımlanabilirler. Bu çalışmada Isparta ilinde 2004 ve 2009 yerel seçimleri sonucunda göreve gelmişiki belediye yönetiminin döneminde yürüttüğü kentsel hizmetlere ilişkin vatandaşın memnuniyet algısıkarşılaştırmalıolarak ölçümlenmeye çalışılmıştır. Ağustos-Eylül 2007 ve EylülEkim 2011 yıllarında her iki dönemi de içine alan bir alan araştırmasıyürütülerek veriler toplanmıştır. Yapılan çeşitli istatistiksel analizlerle, demografik bulgular, Belediye hizmetlerini takip ve yararlanma düzeyine ilişkin bulgular ve son olarak belediye hizmetlerinden memnuniyet bulgularıbaşlıklarıaltında iki döneme yönelik sonuçlar karşılaştırmalıolarak elde edilmiştir.

Keywords

Belediyeler, Yerel Hizmetler, Vatandaş Memnuniyeti

Two Different Periods, Two Different Administrations: User Satisfaction on the Plane of the Urban Service: The Case of Isparta Municipality at the 2004 and 2009 Years

Abstract

Municipalities are one of the important building blocks of today’s administrative structuring. This importance of municipalities arouses from their development as a result of common problems caused by living in certain residential areas, rather than, an administrative urgency or necessity. This natural result imposes to municipalities the responsibility for meeting the demands of local people within their area of responsibility. Municipalities face with many legal, political and economic, etc. constraints while fulfilling this responsibility. Perhaps the most important of those constraints is the necessity of exhibiting good governance and have to be successful for being elected. The mass that will evaluate or appreciate the success of the municipalities will be the local community. In this context, the success of the municipalities is in a close relationship with the level of pleasure and satisfaction of citizen from the services that it provided. Providing citizen satisfaction is associated with the quality of service offered. According to the understanding of modern services, municipalities can be accepted as successful in the degree of meeting the requests and demands of citizens Torlak, 1999: 11 . Local services are intensively collected on municipalities is a fact. At localization of public services and being carried out of public services by municipal managements, economic factors play an important role as much as political factors. Understanding of demands for public services are at the same kind and these demands will be fulfilled in a more rational manner by local level administrations that they came is becoming more important every day. Given local services to local governments, in particular to municipalities, is intended to their efficiency in conducting local public services and realization of local democracy. In this sense municipalities both have a “local” attribute and are a "management" unit. Municipalities are important in terms of units that are undertaking / conducting local public services, in terms of "service efficiency” both in terms of "local democracy". Service, “are the needs such as transportation and household needs, which directly meets human needs and satisfy human needs, needs that can be purchased as other goods" Doğru, 1998:9 . In other words, service, is the activities that are impalpable, non-homogeneous, production and distribution of it simultaneous, which can’t be stocked, its ownership can’t be transferred and develops parallel to the relationship between consumer and seller. The concept of public service, "is the activities for the purpose of public benefit by a public legal entity or a private individual that is under the supervision of a public legal entity” Gözler, 2003:219 . Public service is continuous and regular activities carried out for meeting the general and common needs, providing public interest and presented to the community in general by government or public entities or initiatives under their surveillance and control. Although emphasizes on efforts to define public service are "public interest", "public needs", focuses on this service will be carried out by state or agencies and organizations authorized by the state. In this respect, it appears in the form of public service area contains an area that is very different from market. All of public services cannot be carried out by the central organization of administration is an obvious fact. Because of their nature some services should be handled and carried out by central government at the national level and some at the scale of the local community. Rationality of the use of public services and resources offered by the central government had ceased, due to an excess of unnecessary services, the questioning of the central authority's effectiveness in the context of the changing concept of public service, prepared the ground for municipal governments increasingly gained importance. In the study Citizen's level of perception and satisfaction related municipal services, was investigated. In this context, local public perception against qualified municipal services were carried out by the municipal administration of Isparta in local elections in 2004 and 2009 was tried to be measured. Center of Isparta is the research area. In the study covering Isparta universe, municipal administrations came to power in local elections in 2004 and 2009 was discussed in terms of service-satisfaction. Three prominent candidates among candidates competing for the central municipality of Isparta in 2009 elections, from the local elections in 2004 and 2009 that are studied in the study, correlated with the candidates in the 2004 local elections, with ranking AKP, MHP, and DP RPP and the GP’s common candidate can be said. All three candidates are the candidates who have been mayor in earlier periods for a term. Correspond to two different management that was selected from two different political parties in two different periods, in terms of urban services and problems a determination of the situation was established. In the study, citizen’s level of follow and benefit from municipal services and perception of the priority issues in the city were tried to be brought up. In addition, while the pleasure from municipal services was measured by the following hypotheses below, differences in terms of each semester were tried to be tested. H1 = Satisfaction from health, social services is different for each period. H2 = Satisfaction from the reconstruction services is different for each period. H3 = Satisfaction from the cleaning services is different for each period. H4 = Satisfaction from the cultural services is different for each period. H5 = Satisfaction from the police services is different for each period. H6 = Satisfaction from the transport services is different for each period. The findings that are achieved at the end of the research are summarized as follows. Demographic findings; At the research universe, the distribution of participating groups in terms of age, gender, education and occupation was determined as close to each other. It was seen that in terms of education level of high school and higher education were more common among the participants. In terms of gender in the universe of research it is seen that participation has been more for men in both periods. Finally, the situation in terms of income level among participants is low in common was observed. Other Findings; The participants have been following municipal services and are using mainly media organizations for it. • Participants benefit levels are low despite having information about municipal services. • The high rate in total in who do not benefit or who have problems while benefiting, shows that, citizens lived negative experiences in the municipal services. • In both periods, infrastructure, water and cleaning stands at the first three ranks as the main problems of the city. • For municipal governments each served in two terms from the overall satisfaction level of municipal services have remained moderate levels. • While reviews of the participants in whether Isparta developed as planned or not, hasn’t constituted a difference for two terms, it is at the 50% rate in negative direction. • Finally, in the study participants' attitudes about factors that are oriented to provide effectiveness at municipal services were measured. • In other words, participants reflected a positive attitude to these variables mentioned above as activity factors in both periods and exhibited towards the necessity of heeding/application of them by the municipal administration. Last word to be said at the end of the research for Isparta application, the local community is in dissatisfaction for the municipal administration about the municipal services in both periods. In addition, according to impressions gained during the research for the management of the existing municipal, it is seen that municipal-citizen interaction was also weak.

Keywords

Municipalities, Local Services, Citizen Satisfaction

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