Belediye hizmetlerinde yurttaş memnuniyetinin ölçümü üzerine bir uygulama; Niğde örneği
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Date
2018
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Niğde Ömer Halisdemir Üniversitesi / Sosyal Bilimler Enstitüsü
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info:eu-repo/semantics/openAccess
Abstract
Belediyeler, halka en yakın hizmet sağlayan ve kamu yönetiminin vazgeçilmez unsuru olan kamu tüzel kişilikleridir. Kentlerde yaşayan insanların ortak ihtiyaçlarının karşılanması, yüksek yaşam kalitesine sahip olmaları ve yaşam koşullarının olabildiğince iyileştirilmesi belediyelerin benimsemesi gereken öncelikli politikaları arasında olmalıdır. Belediyeler demokratik bir anlayış çerçevesinde, yurttaşların sorunlarına çözümler üreten ve yurttaş memnuniyetini sağlamak üzere kurumsallaşan yapılardır. Belediyelerin işleyiş ve yapılarında meydana gelen değişimlerle birlikte topluma sundukları hizmetlerin yeterliliği ve yurttaşların bu hizmetler karşısında duydukları memnuniyet daha fazla önem kazanmıştır. Bu çalışmada yurttaşların belediye hizmetlerinden memnuniyet düzeyini belirlemek amacıyla Niğde İl merkezinde uygulamalı bir araştırma yapılmıştır. Araştırma kapsamında 627 kişiye anket soru kâğıdı uygulanmış ve bu kapsamda 602 tane geçerli anket formundan çeşitli veriler elde edilmiştir. Elde edilen veriler SPSS 22.0 paket programı kullanılarak bilgisayar ortamına aktarıldıktan sonra frekans analizi, varyans (ANOVA) analizi, t-testi ve Scheffe analiz yöntemleri kullanılarak çeşitli sonuçlar elde edilmiştir. Niğde kent merkezinde ikamet eden yurttaşlardan, kolayda örnekleme yöntemiyle edinilen bilgiler ışığında, memnuniyet düzeylerine etki eden çeşitli değişkenler ortaya konulmuştur. Araştırma sonuçlarına göre, yurttaşların belediyenin sunduğu hizmetlerden memnuniyetleri ile cinsiyet, aylık gelir durumları ve ikamet süreleri arasında anlamlı farklılık olmadığı tespit edilmiş; yaş, meslek, eğitim durumları, Niğdeli olma durumu, Niğdeli hissetme durumu, belediyeden hizmet alma durumu, hizmeti kolay alma durumu ve belediye hizmetlerini yeterli bulma durumlarına göre ise anlamlı farklılıklar olduğu tespit edilmiştir. Ayrıca bu konuyla ilgili yapılan benzer çalışmalar araştırılmış olup, yurttaşların memnuniyetlerine göre Niğde Belediyesi'nin sunduğu hizmetler konusunda belediyeye bazı öneriler sunulmuştur.
The municipalities are the public legal entities as an indispensable elements of public administration that provide the closest services to the public. Meeting the common needs of people living in cities, having high quality of life and improving living conditions as much as possible should be among the priority policies that municipalities should adopt. The municipalities are institutional structures that provide solutions to the problems of citizens and provide citizen satisfaction within the framework of a democratic understanding. Along with the changes in the functioning and structures of the local municipalities, the sufficiency of the services they provide for the society and the satisfaction of the citizens towards these services have gained more importance. In this study, an applied research was carried out in Nigde city center to determine the level of citizens' satisfaction with municipal services. Within the scope of the research, a questionnaire was applied to 627 individuals and various data were obtained from 602 valid questionnaire forms. After the obtained data were transferred to the computers using SPSS 22.0 package program, various results were obtained by using frequency analysis, variance (ANOVA) analysis, t-test and Scheffe analysis methods. Various variables that affect the satisfaction level of information obtained by simple easy sampling methods from the citizens living in Nigde city center are presented. According to the results of the research, it was determined that there is no significant difference between the satisfaction of citizens' services provided by the municipality by gender, monthly income status and residence time; It was determined that there were significant differences according to age, occupation, educational status, being from Nigde, feeling himself/herself as a Nigde citizen, status of taking service from municipality. It was also determined that there were significant differences between the people who found municipality services sufficient and insufficient. In addition, similar studies on this issue have been researched and some suggestions have been made to the services provided by Nigde Municipality according to the satisfaction of the citizens.
The municipalities are the public legal entities as an indispensable elements of public administration that provide the closest services to the public. Meeting the common needs of people living in cities, having high quality of life and improving living conditions as much as possible should be among the priority policies that municipalities should adopt. The municipalities are institutional structures that provide solutions to the problems of citizens and provide citizen satisfaction within the framework of a democratic understanding. Along with the changes in the functioning and structures of the local municipalities, the sufficiency of the services they provide for the society and the satisfaction of the citizens towards these services have gained more importance. In this study, an applied research was carried out in Nigde city center to determine the level of citizens' satisfaction with municipal services. Within the scope of the research, a questionnaire was applied to 627 individuals and various data were obtained from 602 valid questionnaire forms. After the obtained data were transferred to the computers using SPSS 22.0 package program, various results were obtained by using frequency analysis, variance (ANOVA) analysis, t-test and Scheffe analysis methods. Various variables that affect the satisfaction level of information obtained by simple easy sampling methods from the citizens living in Nigde city center are presented. According to the results of the research, it was determined that there is no significant difference between the satisfaction of citizens' services provided by the municipality by gender, monthly income status and residence time; It was determined that there were significant differences according to age, occupation, educational status, being from Nigde, feeling himself/herself as a Nigde citizen, status of taking service from municipality. It was also determined that there were significant differences between the people who found municipality services sufficient and insufficient. In addition, similar studies on this issue have been researched and some suggestions have been made to the services provided by Nigde Municipality according to the satisfaction of the citizens.
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Belediye Hizmetleri, Yurttaş Memnuniyeti, Belediye, Hizmet, Niğde, Municipality Services, Citizen Satisfaction, Municipality, Service, Nigde
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Dibek, M. (2018). Belediye hizmetlerinde yurttaş memnuniyetinin ölçümü üzerine bir uygulama; Niğde örneği. (Yüksek Lisans Tezi) Niğde Ömer Halisdemir Üniversitesi, Sosyal Bilimler Enstitüsü, Niğde
