Alanya Belediyesi Hizmet Birimlerinin Maliyet Etkinliği: Veri Zarflama Analizi Uygulaması
Alanya Municipality Service Units’ Cost Efficiency: An Application of Data Envelopment Analysis (DEA)

Summary/Abstract: Purpose – Alanya Municipality is one of the most densely populated district municipalities of Turkey. This study included measurements of citizen satisfaction, operational efficiency and cost efficiency of 14 sub-service units of the municipality. With these measurements, it is aimed to measure whether the municipality can provide more supervised and more efficient service delivery and to guide the municipality in effective resource allocation. Design/methodology/approach – In the first stage of the study, a citizen satisfaction questionnaire was applied and the general satisfaction level of the services provided by the municipality was measured with a 5-point Likert Scale. The sample is a simple random sample, reaching 1544 citizens in total. The general satisfaction scores obtained for each service unit were determined as the output variable for the Data Envelopment Analysis (DEA) method used as the cost-efficiency analysis method. Input variables used in the study are budget, purchase expenditures and number of employees

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