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Yerel yönetimlerin güçlendirilmesi politikasının da etkisiyle en önemli hizmet kuruluşlarından biri haline gelen belediyeler, diğer kamu kuruluşlarından farklı olarak seçimle işbaşına gelmektedir. Belediyeler halkla iç içe olmaları ve seçimle iş başına gelmeleri sebebiyle sundukları hizmetlerin hemşerilerin ihtiyaçlarını en iyi şekilde karşılayabilmesi için onların dilek ve şikayetlerini dikkate almak zorundadırlar. Dolayısıyla, hizmet kalitesi kavramı belediyelerde üzerinde önemle durulması gereken bir konu olarak karşımıza çıkmaktadır. Bu çalışma da Kütahya Simav ilçesinde ikamet eden vatandaşların Simav Belediyesinin sunduğu hizmetleri nasıl algıladıkları ve sunulan hizmetlerin kalitesinden ne ölçüde memnun olduklarının belirlenmesi amaçlanmıştır. Bunun için 5 demografik özellik ve 25 memnuniyet göstergesini ihtiva eden bir anket çalışması gerçekleştirilmiştir. Anket çalışması rastgele örnekleme yöntemi kullanılarak 253 hemşeri üzerinde yüz yüze görüşme şeklinde gerçekleştirilmiştir. Ankete katılanların %66’sı erkek, %34’ü kadın olup, her yaş ve eğitim seviyesinden katılım sağlanmıştır. Anket çalışmasının iç tutarlılığı için Cronbach alfa katsayısı 0,892 olarak bulunmuş olup güvenilirliğinin oldukça yüksek olduğu saptanmıştır.
Municipalities that have become one of the most important service organizations with the influence of the strengthening policy of local governments, it is coming to work with elections unlike other public institutions. The municipalities are inside the public and they came to work with elections. Therefore, they have to take into account their wishes and complaints so that the services they offer can best meet the needs of the citizen. Therefore, the concept of quality of service emerges as a point to be emphasized more strongly here. In this study, it is aimed at determining how citizens who live in Alicante city perceive the services offered by Alicante city and how satisfied they are with the quality of the services offered. For this, a survey including 5 demographic features and 25 satisfaction indicators was conducted. The survey was conducted as face to face interviews using a random sampling method on 253 fellow citizens. 66% of the respondents were male, 34% were female and they participated from each age and education levels. For the internal consistency of the questionnaire, the Cronbach alpha coefficient was found to be 0.892 and the reliability was determined to be quite high.
Municipalities that have become one of the most important service organizations with the influence of the strengthening policy of local governments, it is come to work with election unlike other public institutions. The municipalities are inside the public and they came to work with election. Therefore, they have to take into account their wishes and complaints so that the services they offer can best meet the needs of the citizen. Therefore, the concept of quality of service emerges as a point to be emphasized more strongly here. In this study, it is aimed to determine how citizens who live in Kütahya Simav city perceive the services offered by Simav Municipality and how satisfied they are with the quality of the services offered. For this, a survey study including 5 demographic features and 25 satisfaction indicators was conducted. The survey was conducted as face to face interviews using a random sampling method on 253 fellow citizen. 66% of the respondents were male, 34% were female and they participated from each age and education levels. For the internal consistency of the questionnaire, the Cronbach alpha coefficient was found to be 0.892 and the reliability was determined to be quite high.
Field : Eğitim Bilimleri; Güzel Sanatlar; İlahiyat; Sosyal, Beşeri ve İdari Bilimler
Journal Type : Uluslararası
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