The Gratification of Citizens for the Facilitations Serviced by the Municipality: The Case of Silifke Municipality

Belediyelerin Sunduğu Hizmetlerde Vatandaş Memnuniyeti: Silifke Belediyesi Örneği

Abstract

That globalization has surrounded the social and economic life has led to the start of labouringly to enable the public good and services satisfy the expectation of the citizens. As a result of this, governments have gone through a compulsory change in the concept of public goods and services. Today, local governments are supposed to present new public services while fulfilling the the present public services more effectively. Local governments, by their participating the citizens into the presented local services, are going through a raising responsibility. The importance of local governments is increasing in terms of the presentation of public services. Municipalities, as a part of local governments, present public services dealing with the daily life’s of the citizens. Doubtlessly, fulfilling the citizen satisfaction is essentially important for municipalities. It’s important for municipal governments to behave sensitively towards the needs and requests and to get the support and trust of citizens. The cases about which to be careful are to measure the public satisfaction with these services, to take precautions and to provide citizen-centered services. The satisfaction level of citizens about municipality is closely related to fulfilling the contemporary city and environment standards for districts. Municipalities are supposed to be successful as they fulfill the wants and needs of their citizens. Conscious citizens have started to demand of good quality services in their city or district. 5393 numbered Municipality Law has focused on to give more resource, responsibility and authority for local governments for raising citizen participation, improving democracy and getting the support of local people. To know the ideas and inclinations of the pre-serviced citizens is only possible by participating them into management democratically. There may be three reasons of citizens for not being satisfied with public services. First of all, failure of applying citizen chaises into public strategies, secondly, not paying attention to productivity principle while presenting the services. As the public think that with the same resources more services can be presented, the become more and more dissatisfied. Thirdly, the fact that the public employers use the public resources for their own use causes dissatisfaction. Besides these reasons, the previous experiences of the ones who make use of public services, their education level, individual characteristics, advertisements and public relations campaigns, communication with environment and the obtained information effects the satisfaction level. For this reason, in terms of determination of the municipalities service satisfaction, it is required to carry out the constant and updateable situation analysis and provide service according to demands and expectations of citizens by seeing them as customers rather than citizens. In the literature intended for the satisfaction of the users of the municipal services and municipalities; there are studies related to measurement of municipalities’ service quality and assessment of provided service and life quality by municipalities. Study of Turkish Economic and Social Studies Foundation is basic example can be given concerning this issue among them. According to research results; sense of confidence for the public administration and sense of satisfaction about provided service is quite low. Gümüşoğlu and his friends 2003 , dwelled on the importance of the quality of service in municipalities and aimed to determine people’s satisfaction from the studies of municipalities by doing a case study in Muğla, measured the perception of service quality expected from the municipality with servqual model. Bozlağan 2004 , evaluated the findings concerning “confidence, representation and satisfaction” as the factors which directly affected the satisfaction level for some services conducted by central government, municipalities and neighborhood. The research concerning measurement of Tokat municipalities’ service quality constitutes the other studying. Ardıç and his friends 2004 , surveyed the relation between service quality levels perceived by citizens and genders; according to their income levels, education levels, age groups and the duration of residence tried to determine the differences between the satisfaction levels of perceived service quality. In this study, it was tried to determine the satisfaction levels of citizens lives in Silifke about the services provided by Silifke Municipality. It was researched whether Citizens' satisfaction levels differed according to certain demographic criteria and tried to research and whether there are differences about being pleasure with the services according to gender , age, education level, residential neighborhood and looked for an answers for these hypothesis ; H1: According to gender; there is a difference about the citizens satisfaction concerning the municipalities service. H2: According to age groups; there is a difference about citizens satisfaction concerning the municipalities service. H3: According to education level; there is a difference about citizens satisfaction concerning the municipalities service. H4: According to income level; there is a difference about citizens satisfaction concerning the municipalities service. H5: According to neighborhoods; there is a difference about satisfaction concerning the municipalities service. Surveys have been used as data collection tool. Survey technique directed by respondent has been based on. The survey questions in each neighborhood at least thirty questionnaires have distributed to districts according to population and finished by taking back .Before passing the phase of conducting poll, preliminary test study has been made on sufficient number of reagent. By testing the intelligibility of expressions and questions with preliminary test, necessary changes have been made to eliminate misunderstandings, needs have been f

Özet

Yerel yönetimler, demokratik bir yönetim birimi olarak vatandaşların beklentilerine ve isteklerine uygun kamusal hizmetler sunarak vatandaşımemnun etmenin uğraşısıiçerisindendiler. Halka en yakın hizmet birimi olan belediyelerin, halkın ihtiyaç ve isteklerine duyarlıdavranmaları, halkın sürekli desteğini ve beğenisini kazanmalarıbelediye yönetimleri için önemli bir durumdur. Bu çalışmada Silifke Belediyesinin sunduğu hizmetlerden, Silifke’de yaşayan vatandaşların memnuniyet düzeyleri belirlenmeye çalışılmıştır. Bu çerçevede hizmetlerden memnuniyetin cinsiyete, yaşa, eğitim düzeyine, gelir düzeyine ve ikamet edilen mahalleye göre farklılık gösterip göstermediği araştırılmıştır. Belediye hizmetlerden yararlanan vatandaşların memnuniyet düzeyini belirlemek için anket yöntemi uygulanmışelde edilen veriler SPSS 12.0 paket programıkullanılarak bilgisayar ortamına aktarılmıştır. Vatandaşmemnuniyetinin belirlenmesinde frekans dağılımı, farklılıkların tespitinde ise t-testi ve anova analizleri yapılmıştır.