文章基本信息

标题：A Research on The Satisfaction of Citizens in Public Services: Niğde Province Case
其他标题：Vatandaşların Kamu Hizmetlerinden Memnuniyet Düzeyleri Üzerine Bir Araştırma: Niğde İli Örneği
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作者：H. Hüseyin TÜRKMEN ; Esra ÇELEBİ ZENGİN
期刊名称：Ömer Halisdemir Üniversitesi İktisadi ve İdari Bilimler Fakültesi Dergisi
电子版ISSN：2564-6931
出版年度：2020
卷号：13
期号：1
DOI：10.25287/ohuiibf.554126
语种：English
出版社：Ömer Halisdemir Üniversitesi
摘要：Public services,which are both extension and intermediaries of the developed public policies,are inevitably affected by changes in the public administration system in terms of variability or compliance with the conditions. In this frame,quality and methods of public services are discussed together with the new public management approach. Due to the changes in management approach,concepts like efficiency and productivity,transparency and accountability,citizen satisfaction and participation and quality are placed at the basis of the offered services. In this period,called paradigm shift,expectations of citizens from public services are varied. As a reflection of prominent citizen satisfaction and quality approaches,studies are conducted to be evaluated of services by citizens and improve services. In this study,which was conducted to measure the level of satisfaction of the citizens from the public services provided by the public institutions in Niğde. This study aims to determine the changes in the quality of service and the changes in the level of trust in public institutions by comparing the data of four different years. As a result of this research conducted in Niğde,it is determined that there is a relative increase in the level of trust and satisfaction of citizens. It is pointed out that 67.2% of the participants were evaluated using the technological infrastructure as public institutions are good at. It is therefore,the technological infrastructure of public institutions and the improvements in the capacity of the personnel to use this technology have a positive effect on the satisfaction levels of the citizens. Besides,it is determined that there is a direct relationship between service quality,satisfaction level and trust. In addition,it is determined that there is a direct relationship between service quality,satisfaction level and trust.
其他摘要：Geliştirilen kamu politikalarının bir uzantısı ve aynı zamanda da aracı olduğu bilinen kamu hizmetleri,değişkenlik yani koşullara uygunluk özelliği doğrultusunda kamu yönetimi sistemindeki değişikliklerden kaçınılmaz biçimde etkilenmektedir. Bu çerçevede
关键词：efficiency; public services; citizen satisfaction; trust; Niğde
其他关键词：etkinlik; kamu hizmeti; vatandaş memnuniyeti; güven; Niğde