Özet:

The fast span of the internet has accelerated the emergence of social media people in all over the world to affect each other in seconds through social media and spread their thoughts quickly. Social media provide an effective communication network individually and organizationally. Users can evaluate the services they have received as consumers or citizens on these platforms as positive or negative. As a result, an interaction network has been formed between the citizens and the organizations they receive services from. Reconsidering this interaction network, citizens frequently interpret municipal services. The services of the municipal corporations, the managing agency, are evaluated by citizens through social media. Considering the public relations aspect, individuals can personally communicate with municipalities and mayors, especially on Twitter. This situation provides a different communication ground between the citizen and the municipality and provides a solution-oriented interaction network. This study covers the Sakarya special; The shares of Twitter users about the Metropolitan Municipality, Adapazarı, Serdivan, Erenler and Hendek municipalities were examined, and the attitudes of citizens towards municipalities were prepared to be analyzed. The texts of tweets sent to municipal accounts were collected. These obtained data were first assigned to predetermined groups with Machine Learning methods, and then Emotion Analysis was performed with the Turkish Bert method, one of the Machine Learning and Deep Learning approaches. Citizens' attitude towards municipalities has emerged and has been evaluated with its positive and negative aspects.With this study, municipalities were provided with positive or negative feedback from citizens, ensuring citizen satisfaction and responding to requests faster. The principal aim to this paper municipalities change the negative attitudes of the citizens positively with the solution-oriented studies they will do. It is thought that through Twitter, municipalities will contribute to the society with topics such as improving their bilateral dialogue with citizens, finding solutions to requests, demands and complaints, and strengthening participatory democracy.

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