The effect of smart city applications on public service delivery and citizen satisfaction

Today, the increase in population density in cities creates some problems. In order to solve these problems that arise with the global growth and rapid increase in the urban population, instead of traditional public policies, information and communication technologies are integrated into all areas of life in order to increase the quality of life of citizens and their satisfaction with public services. The expectation of better quality, faster and more diversified public service forces states, public administrations and local administrations to analyze cities better, anticipate problems, and use limited resources efficiently with the support of advanced technology. This has triggered the birth and spread of smart city projects. As a matter of fact, smart city projects are implemented by using technology as a tool in solving many urban problems such as "transportation, energy, water, health, environment and security". However, the success of smart city applications and the ability of cities to gain a smart structure are closely related to the adoption of smart city technologies by city residents. The aim of the study is to examine the effect of smart city applications on public service provision in Turkey and the satisfaction of citizens with these services. In this context, a survey was conducted and the data obtained were analyzed in order to determine the satisfaction of citizens from Konya smart city projects. In the study, it has been concluded that citizens need to have a certain level of competence and basic knowledge about new technologies in order to use smart city projects correctly, to have confidence in these applications and to be satisfied with their continuous use. For this reason, it is necessary to develop smart projects for users with different socio -demographic characteristics. However, it is very important to introduce smart city applications to citizens well. In addition, it is vital to realize the smart projects demanded by the citizens, and to ensure the participation and widespread use of the citizens in the decision-making processes during the creation of these projects.