Yerel yönetim hizmetlerinden vatandaşların memnuniyet düzeylerinin belirlenmesi: Elazığ Belediyesi örneği
Küçük Resim Yok
Tarih
2023
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
İnönü Üniversitesi
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Bu çalışmada Elazığ il merkezinde ikamet eden halkın Elazığ Belediyesinin sunduğu hizmetlerin yeterliliği ve hizmetlerden ne ölçüde memnun olduklarının tespit edilebilmesi amaçlanmaktadır. Araştırmanın örneklemini Elâzığ il merkezinde yaşayan 18 yaş ve üzeri vatandaşlar oluşturmaktadır. Çalışmada kolayda örnekleme tekniği kullanılmıştır. Araştırmanın verileri anket yöntemiyle toplanmış ve çalışma 403 vatandaşla yüz yüze gerçekleştirilmiştir. Ankete katılanların %69'u erkek, %31'i kadın vatandaşlardır. Verilerin tasnif ve analizinde SPSS for Windows 26.0 paket programı kullanılmıştır. Analizlerde, frekans, t-testi, ANOVA güvenilirlik ve geçerlilik analizleri yapılmıştır. Belediye hizmetlerinden memnuniyet, vatandaşların cinsiyet düzeyine ilişkin üç ifadede (kaçak yapılaşma, şehir- çevre temizliği ve cenaze- defin hizmetleri) farklılık tespit edilmiştir. Belediye hizmetlerinden memnuniyet, vatandaşların yaş değişkeni düzeyine ilişkin beş ifadede ( kaçak yapılaşma, belediye hizmetlerinin dağıtımı, belediyenin halka yönelik faaliyetlerinin tanıtımı, kütüphane- müze hizmetleri, cenaze-defin hizmetleri) farklılık tespit edilmiştir. Belediye hizmetlerinden memnuniyet, vatandaşların eğitim durumu değişkeni düzeyine ilişkin on dört ifadede ( belediyenin engelli vatandaşlara sağladığı hizmetler, halka açık spor tesislerinin yeterliliği, kültür sanat etkinlikleri, tarihi eser onarımı, spora ve sporcuya verdiği destek, festival vb.) farklılık tespit edilmiştir. Belediye hizmetlerinden memnuniyet, vatandaşların gelir durumunda ise beş ifadede (fiyatlar konusunda esnaf denetimleri, çöp toplama hizmetlerinin yeterliliği, sokak hayvanları ile ilgili hizmetler, personelin bilgi- becerisinin yeterliliği ve Elazığ Belediyesinin hizmetlerinden genel olarak memnun olunması) farklılık tespit edilmiştir. Gelecek yıllarda yerel yönetim hizmetlerinin pazarlanması konusunda çalışma yapmak isteyen araştırmacılar yıllar düzeyinde karşılaştırmalı araştırmalar yapabilirler.
In this study, it is aimed to determine the adequacy of the services provided by the Elazig Municipality and the extent to which the people residing in the city center of Elazig are satisfied with the services. The sample of the research consists of citizens aged 18 and over living in the city center of Elâzığ. Simple random sampling was used in the study. The data of the research was collected by questionnaire method and the study was carried out face to face with 403 citizens. 69% of the respondents are male and 31% are female citizens. SPSS for Windows 26.0 package program was used in the classification and analysis of the data. Frequency, t-test, ANOVA, reliability and validity analyzes were performed in the analyses. Satisfaction with municipal services is expressed in three expressions related to the gender level of citizens (illegal construction, city-environmental cleaning and funeral-burial services). Satisfaction with municipal services, five expressions related to the age variable level of citizens (illegal construction, distribution of municipal services, promotion of the activities of the municipality for the public, library-museum services, funeral-burial services) were found to be different. A difference was found in fourteen expressions (services provided by the municipality to disabled citizens, adequacy of public sports facilities, cultural and artistic activities, restoration of historical artifacts, support for sports and athletes, festivals, etc.) regarding the level of satisfaction with municipal services and the level of education level of citizens. Satisfaction with municipal services is in five statements (inspections of artisans on prices, adequacy of garbage collection services, services related to stray animals, the adequacy of the knowledge and skills of the personnel and general satisfaction with the services of Elazig Municipality) were determined. Researchers who want to work on the marketing of local government services in the coming years can conduct comparative studies at the level of years.
In this study, it is aimed to determine the adequacy of the services provided by the Elazig Municipality and the extent to which the people residing in the city center of Elazig are satisfied with the services. The sample of the research consists of citizens aged 18 and over living in the city center of Elâzığ. Simple random sampling was used in the study. The data of the research was collected by questionnaire method and the study was carried out face to face with 403 citizens. 69% of the respondents are male and 31% are female citizens. SPSS for Windows 26.0 package program was used in the classification and analysis of the data. Frequency, t-test, ANOVA, reliability and validity analyzes were performed in the analyses. Satisfaction with municipal services is expressed in three expressions related to the gender level of citizens (illegal construction, city-environmental cleaning and funeral-burial services). Satisfaction with municipal services, five expressions related to the age variable level of citizens (illegal construction, distribution of municipal services, promotion of the activities of the municipality for the public, library-museum services, funeral-burial services) were found to be different. A difference was found in fourteen expressions (services provided by the municipality to disabled citizens, adequacy of public sports facilities, cultural and artistic activities, restoration of historical artifacts, support for sports and athletes, festivals, etc.) regarding the level of satisfaction with municipal services and the level of education level of citizens. Satisfaction with municipal services is in five statements (inspections of artisans on prices, adequacy of garbage collection services, services related to stray animals, the adequacy of the knowledge and skills of the personnel and general satisfaction with the services of Elazig Municipality) were determined. Researchers who want to work on the marketing of local government services in the coming years can conduct comparative studies at the level of years.
Açıklama
Anahtar Kelimeler
İşletme, Business Administration
