İki farklı dönem iki farklı yönetim: Kentsel hizmetler düzleminde kullanıcı memnuniyeti: 2004 ve 2009 yılları Isparta Belediyesi örneği

Two different periods, two different administrations: User satisfaction on the plane of the urban service: The case of Isparta municipality at the 2004 and 2009 years

Özet

Günümüzde yerel yönetimler kamusal hizmetlerin büyük bir kısmını üstlenmişlerdir. Zamanla sunulan kentsel hizmetler hem çeşitlenmek hem de bu hizmetler için kamu kaynaklarının etkin kullanılması gerekliliği ortaya çıkmıştır. Kamusal hizmetlerinin sunulmasında hizmetten faydalanan halkın tercihlerinin dikkate alınması hem kamusal kaynakların rasyonel olarak kullanılmasını sağlamakta hem de halkın kamu hizmetlerinden memnuniyet derecesini arttırmaktadır. Dolaysıyla belediyeler vatandaşların ihtiyaçlarını karşılayabildikleri ve memnuniyet düzeylerini sağladıkları ölçüde başarılı/etkin olarak tanımlanabilirler. Bu çalışmada Isparta ilinde 2004 ve 2009 yerel seçimleri sonucunda göreve gelmiş iki belediye yönetiminin döneminde yürüttüğü kentsel hizmetlere ilişkin vatandaşın memnuniyet algısı karşılaştırmalı olarak ölçümlenmeye çalışılmıştır. Ağustos-Eylül 2007 ve Eylül- Ekim 2011 yıllarında her iki dönemi de içine alan bir alan araştırması yürütülerek veriler toplanmıştır. Yapılan çeşitli istatistiksel analizlerle, demografik bulgular, Belediye hizmetlerini takip ve yararlanma düzeyine ilişkin bulgular ve son olarak belediye hizmetlerinden memnuniyet bulguları başlıkları altında iki döneme yönelik sonuçlar karşılaştırmalı olarak elde edilmiştir.

Abstract

Municipalities are one of the important building blocks of today’s administrative structuring. This importance of municipalities arouses from their development as a result of common problems caused by living in certain residential areas, rather than, an administrative urgency or necessity. This natural result imposes to municipalities the responsibility for meeting the demands of local people within their area of responsibility. Municipalities face with many legal, political and economic, etc. constraints while fulfilling this responsibility. Perhaps the most important of those constraints is the necessity of exhibiting good governance and have to be successful for being elected. The mass that will evaluate or appreciate the success of the municipalities will be the local community. In this context, the success of the municipalities is in a close relationship with the level of pleasure and satisfaction of citizen from the services that it provided. Providing citizen satisfaction is associated with the quality of service offered. According to the understanding of modern services, municipalities can be accepted as successful in the degree of meeting the requests and demands of citizens (Torlak, 1999: 11). Local services are intensively collected on municipalities is a fact. At localization of public services and being carried out of public services by municipal managements, economic factors play an important role as much as political factors. Understanding of demands for public services are at the same kind and these demands will be fulfilled in a more rational manner by local level administrations that they came is becoming more important every day. Given local services to local governments, in particular to municipalities, is intended to their efficiency in conducting local public services and realization of local democracy. In this sense municipalities both have a “local” attribute and are a "management" unit. Municipalities are important in terms of units that are undertaking / conducting local public services, in terms of "service efficiency” both in terms of "local democracy". Service, “are the needs such as transportation and household needs, which directly meets human needs and satisfy human needs, needs that can be purchased as other goods" (Doğru, 1998:9). In other words, service, is the activities that are impalpable, non-homogeneous, production and distribution of it simultaneous, which can’t be stocked, its ownership can’t be transferred and develops parallel to the relationship between consumer and seller. The concept of public service, "is the activities for the purpose of public benefit by a public legal entity or a private individual that is under the supervision of a public legal entity” (Gözler, 2003:219). Public service is continuous and regular activities carried out for meeting the general and common needs, providing public interest and presented to the community in general by government or public entities or initiatives under their surveillance and control. Although emphasizes on efforts to define public service are "public interest", "public needs", focuses on this service will be carried out by state or agencies and organizations authorized by the state. In this respect, it appears in the form of public service area contains an area that is very different from market. All of public services cannot be carried out by the central organization of administration is an obvious fact. Because of their nature some services should be handled and carried out by central government at the national level and some at the scale of the local community. Rationality of the use of public services and resources offered by the central government had ceased, due to an excess of unnecessary services, the questioning of the central authority's effectiveness in the context of the changing concept of public service, prepared the ground for municipal governments increasingly gained importance. In the study Citizen's level of perception and satisfaction related municipal services, was investigated. In this context, local public perception against qualified municipal services were carried out by the municipal administration of Isparta in local elections in 2004 and 2009 was tried to be measured. Center of Isparta is the research area. In the study covering Isparta universe, municipal administrations came to power in local elections in 2004 and 2009 was discussed in terms of service-satisfaction. Three prominent candidates among candidates competing for the central municipality of Isparta in 2009 elections, from the local elections in 2004 and 2009 that are studied in the study, correlated with the candidates in the 2004 local elections, with ranking AKP, MHP, and DP RPP and the GP’s common candidate can be said. All three candidates are the candidates who have been mayor in earlier periods for a term. Correspond to two different management that was selected from two different political parties in two different periods, in terms of urban services and problems a determination of the situation was established. In the study, citizen’s level of follow and benefit from municipal services and perception of the priority issues in the city were tried to be brought up. In addition, while the pleasure from municipal services was measured by the following hypotheses below, differences in terms of each semester were tried to be tested. H1 = Satisfaction from health, social services is different for each period. H2 = Satisfaction from the reconstruction services is different for each period. H3 = Satisfaction from the cleaning services is different for each period. H4 = Satisfaction from the cultural services is different for each period. H5 = Satisfaction from the police services is different for each period. H6 = Satisfaction from the transport services is different for each period. The findings that are achieved at the end of the research are sum