BELEDİYECİLİK HİZMETLERİNİN FONKSİYONEL VE TEKNİK KALİTESİNİN VATANDAŞLARININ GENEL MEMNUNİYET ALGISI ÜZERİNDEKİ ETKİSİ
EFFECTS OF FUNCTIONAL AND TECHNICAL QUALITY OF MUNICIPAL SERVICES ON CITIZENS' PERCEPTIONS OF THEIR OVERALL SATISFACTION

Summary/Abstract: This study aims investigate the effects of functional quality and technical quality of municipal services on citizens' perceptions of their overall satisfaction. In other words, the aim of this study is to investigate the relationships between the service performance of municipal employees (functional quality), citizens' perceptions of basic municipal services (technical quality) and citizens' perceptions of their overall satisfaction. For this purpose, a satisfaction survey was conducted for citizens over the age of eighteen living in the Sakarya Metropolitan Municipality (Sakarya Büyükşehir Belediyesi, SBB) area. The data were tested with exploratory and confirmatory factor analyses. The findings show that the service performance provided by municipal employees has a positive effect on satisfaction with basic municipal services such as urban planning services, socio-cultural services, public health services, social welfare services, workplace inspection services, water services, and cleaning services. It has been found out that citizens' satisfaction with basic municipal services has a positive effect on the overall satisfaction with municipal services. Besides it has been found out that service performance provided by municipal employees has a positive effect on the overall satisfaction with municipal services.

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