Evaluation of municipal services in terms of citizen satisfaction: A practice on the example of İBB

The aim of this research is to measure the satisfaction level of citizens with the services provided by the municipality. At the same time, participants' satisfaction with municipal services measured according to; age, gender, having a child, educational status, income level, and occupational status. The data of this research consists of people living in Istanbul. The sample of the research is the participants who have received service from the Istanbul Metropolitan Municipality and who lives in Istanbul. Simple random sampling was used as the sampling method in the study.Personal information form and municipal citizen satisfaction scale were used as data collection tools in the research: All data of the research were analyzed in the SPSS 23.0 package program. In the study, Shapiro-Wilk test was applied to measure whether the data showed a normal distribution.Since the data used in the study showed normal distribution, parametric tests were applied. T test and Anova test of three or more groups were used to compare paired groups in the study. According to the information obtained as a result of the research; The total scores of the participants from the municipality satisfaction scale are high. At the same time, when we look at the scores of the participants from the sub-dimensions of the municipality satisfaction scale; Transportation and traffic, culture and entertainment, social assistance services satisfaction scores are at a moderate level, while environmental and health services and social facility services satisfaction scores are high.The total scores of the participants' municipality satisfaction scale, the sub-dimensions of the municipality satisfaction scale; transportation and traffic services, culture and entertainment services, environment and health services, social assistance services, police services, social facility services scores did not show a significant difference according to their gender, whether they have children or not, and their income status. The total scores of the participants' municipality satisfaction scale show a significant difference according to their age. The sub-dimensions of the participants' municipality satisfaction scale; While transportation and traffic services, environment and health services, and municipal police services showed a significant difference according to their age, cultural and entertainment services, social aid services, social facility services scores did not show a significant difference according to their age.The total scores of the participants' municipality satisfaction scale do not show a significant difference according to their educational status. The sub-dimensions of the participants' municipality satisfaction scale; Transportation and traffic services, culture and entertainment services, environment and health services, social assistance services, social facility services scores did not show a significant difference according to their educational status, but the satisfaction scores of municipal police services showed a significant difference according to their educational status showed a significant difference. At the same time, the sub-dimensions of the participants' municipality satisfaction scale; Transportation and traffic services, environment and health services, and police services scores also showed a significant difference according to their professions, but culture and entertainment services, social aid services, social facility services scores did not show a significant difference according to their professions.