Abstract:

In this study, the effects of organizational change on service quality and employee satisfaction in public sector are examined. The aim of the work is to discover whether it is possible to increase the satisfaction of citizens receiving services through changes in the processes without the need for a financial burden in public organizations. It is the question of whether the increase in public service quality can be achieved with a good leader and well-resolved process change, despite the bulky and decentralized structure of the public. Within this scope, 350 people who were randomly selected from the citizens who came for the service of the directorate, a face-to-face survey method and a service quality evaluation questionnaire were applied within one week to analyze the results after the change that the Isparta Provincial Directorate of Population and Citizenship had passed. In order to examine whether there is a difference in the job satisfaction level of the employees with the change, the job satisfaction levels of the employees were measured before and after the change and it was tried to determine the effects on the employees who work in the framework of change job satisfaction. With the organizational change, it has been found that the perceived service quality has increased significantly and there has not been a significant change in job satisfaction.

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