Abstract:

The appearance of public administration as an independent discipline has made this field connected with politics and law sciences as well as management sciences. Over time, the relationships between management science and public administration have led to the addition of various concepts related to business science, such as strategic planning and performance management, public business, overall quality management, to the modern public administration understanding. Experience of local governance units in different scales, the application of new approaches, adds laboratory character to local governments in the development of public services. Secret customer research, which is an up-to-date observation technique in business management, in the field of marketing, has begun to be dealt with among the participating tools in the improvement of local service quality. Because local governments provide services to both voters and visitors within the district boundaries, the "secret customer" who is inspected here can be qualified as "secret auditor" in the area of local administration. This technique can contribute to the supervision of the municipal agencies that serve in the urban area. This method can be used to measure and compare the quality of the services of the municipalities. In this study, local governments will be discussed by examining examples of whether it is possible to measure and improve the quality of the service through the secret customer technology. This type of research is conceptual.

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