Vatandaşın kamu hizmeti kalitesi algısı: Doğu Anadolu büyükşehir belediyeleri incelemesi
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Dosyalar
Tarih
2018
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İnönü Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Hızla büyüyen ve gelişen bir sektör olan hizmet sektörü, hizmet kavramına verilen önemin artmasına ve verilen bu hizmetlerin kalitesinin önemsenir hale gelmesine zemin hazırlamıştır. Hizmetlerin gelişmesi ve kalitelerinin artırılması çabası hizmet işletmelerini ilgilendirdiği kadar hizmeti alanları ve devletleri de ilgilendirir hale gelmiştir. Uluslararası alanda var olan rekabetin bir kolunu oluşturan kamu hizmetlerinin kalitesi devletler için önemli bir imaj unsuru haline gelmiştir. Çeşitli hizmet birimleri ile kamu hizmetlerini yürüten devletlerin elindeki en etkili hizmet birimlerinden birisi hiç şüphesiz belediyelerdir. Vatandaşa en yakın konumdaki hizmet kurumu kabul edilen belediyelerin sunmuş oldukları kamu hizmetlerinin oluşturduğu algı, belediyelerden daha çok devletin sunduğu hizmetlerin kalitesini temsil etmektedir. Devlet açısından oldukça önemli olan bu kurumların hizmet kalitesinin ölçülmesine yönelik olarak gerçekleştirilen çalışmada, Doğu Anadolu Bölgesi'nde hizmet veren üç büyükşehir belediyesinin hizmetlerinden faydalanan seçmenlerin hizmet kalitesi algısı belirlenmeye çalışılmıştır. Her il için seçmen sayısı üzerinden istatistiksel olarak hesaplanan minimum anket sayısına ulaşılmıştır. Beş bölümden oluşan çalışmanın ilk bölümünde araştırma hakkında temel açıklamalara yer verilmiştir. Çalışmanın ikinci bölümünde kamu hizmeti kalitesi anlatılmıştır. Bu bölümde ayrıca çalışmada kullanılan ve hizmet kalitesini ölçmede kullanılan en önemli araçlardan birisi olarak kabul edilen Servqual yöntem ile ilgili açıklamalara yer verilmiştir. Yine bölüm içerisinde kamu hizmetinin anlamı, ilkeleri, kurulması, yürütülmesinde kullanılan usuller incelenmiştir. Üçüncü bölümde kamu hizmet kalitesi incelenen büyükşehir belediyeleri, vermiş oldukları hizmetler ve yapı ve işleyiş açısından ele alınmıştır. Çalışmanın dördüncü bölümde ise yapılan araştırmaya ait ilgili analizlere yer verilmiştir. Bu analizler sonucu elde edilen bulguların değerlendirilmesi yapılmıştır. Çalışma sonucunda anket yapılan illerde büyükşehir belediyelerinin vermiş olduğu hizmetlerden vatandaşların beklentileri ile verilen hizmet arasındaki fark ortaya konulmuştur. Son bölümde ise hizmet kalitesinin artırılabilmesi amacı ile belediyeler için önerilerde bulunulmuştur.
The service sector, which is a rapidly growing and developing sector, has laid the groundwork for the increase in the importance given to the concept of service and the quality of these given services. The development of services and the increase in the quality of services have become as much of a concern to the service areas and states as they are concerned with service businesses. The quality of public services, which constitutes a branch of competition existing in the international arena, has become an important image element for the states. One of the most effective tools in the hands of the states which carry out the public services with various utilities is undoubtedly the municipalities. The perception of the public services that the municipalities offer represents the qualitiy of state services rather than the municipalities although municipalities are considered to be the closest to the citizen as a sevices tool. In this study, which was carried out in order to measure the quality of service of these institutions which are so important for the state, it was purposed to determine the service quality perception of the voters benefiting from the services of the three metropolitan municipalities serving in the Eastern Anatolia Region of Turkey. For each province, the number of statistically calculated minimum number of polls has been reached over the number of voters. In the first section of the five-section study, basic explanations about research were given. The public service quality is explained in the second section of the work. This section also describes the Servqual method, which is considered to be one of the most important tools used in the study and commonly used to measure the quality of service. The methods used in the meaning, principles, establishment and execution of public service in the department are also examined. In the third section, the metropolitan municipalities surveyed for public service quality are examined in terms of their services, structure and function. The fourth section, contains relevant analyzes of the research conducted. The results of analyzes were evaluated. Results of survey reveal the difference between the services provided by the metropolitan municipalities and the expectations of the citizens and the service provided. In the last section of the present study, suggestions for municipalities with the aim of increasing the quality of service were made.
The service sector, which is a rapidly growing and developing sector, has laid the groundwork for the increase in the importance given to the concept of service and the quality of these given services. The development of services and the increase in the quality of services have become as much of a concern to the service areas and states as they are concerned with service businesses. The quality of public services, which constitutes a branch of competition existing in the international arena, has become an important image element for the states. One of the most effective tools in the hands of the states which carry out the public services with various utilities is undoubtedly the municipalities. The perception of the public services that the municipalities offer represents the qualitiy of state services rather than the municipalities although municipalities are considered to be the closest to the citizen as a sevices tool. In this study, which was carried out in order to measure the quality of service of these institutions which are so important for the state, it was purposed to determine the service quality perception of the voters benefiting from the services of the three metropolitan municipalities serving in the Eastern Anatolia Region of Turkey. For each province, the number of statistically calculated minimum number of polls has been reached over the number of voters. In the first section of the five-section study, basic explanations about research were given. The public service quality is explained in the second section of the work. This section also describes the Servqual method, which is considered to be one of the most important tools used in the study and commonly used to measure the quality of service. The methods used in the meaning, principles, establishment and execution of public service in the department are also examined. In the third section, the metropolitan municipalities surveyed for public service quality are examined in terms of their services, structure and function. The fourth section, contains relevant analyzes of the research conducted. The results of analyzes were evaluated. Results of survey reveal the difference between the services provided by the metropolitan municipalities and the expectations of the citizens and the service provided. In the last section of the present study, suggestions for municipalities with the aim of increasing the quality of service were made.
Açıklama
Anahtar Kelimeler
Kamu Yönetimi, Public Administration
Kaynak
WoS Q Değeri
Scopus Q Değeri
Cilt
Sayı
Künye
Yıldırım, Kürşad E. Vatandaşın kamu hizmeti kalitesi algısı: Doğu Anadolu büyükşehir belediyeleri incelemesi. İnönü Üniversitesi / Sosyal Bilimler Enstitüsü / Siyaset Bilimi ve Kamu Yönetimi Anabilim Dalı. 171 s. 2018.
