Impact of inservice training on the quality of local services and citizens' pleasure level in municipalities (Practice of Gediz municipality)

VII ABSTRACT The concept of "customer " takes place in the focal of the strategies that firms improve for providing continuity and increasing their profits. In recent years ^specially in developed countries, citizen-customer identity has taken place in public as the concept of customer has also been used in the production of public service.The citizens who finance the values of public services by their taxes are perceived as the customer of services.As a result the improving of quality level at public services appairs as an equipment that provides citizen-customer satisfaction There are many things to be done by public government and private sector foundations to improve service quality and customere satisfaction. The activities such as appropriateness to international standarts improving physical conditions, the improving of technological level of machines and equipments are all realized by foundations.But it is known that human resources are the basis factor at service foundations.For that reason the focal point of improving service quality and improving customer satisfaction is directly related to foundation's improving the characteristics of human resources. In this study,the effects of in-service training studies on improving service quality and obtaining customer satisfaction which have been done to improve the characteristics of human resources are searched. By means of in-service training it is aimed to improve the workers' professional knowledge, to motivate and to make workers conscious about service quality and customer satisfaction and to adopt to them for the changing conditions of work. These trainings improve the workers' performances, their productivity, the quality of their presenting service and also improves customers' satisfactions about that service. In the first part of study the concept of local government, the evaluation and of central and local government thoughts and basis characteristics of local management units are researched.Municipalities, units of local governments, are searched in details as they are the main subjects of the study. In the second part, general characteristics of services, improving service quality, customer(citizen) focal point and customer (citizen)satisfaction, quality level at local governments, in-service training and its general characteristics are searched.VIII The last part an application is done in Gediz Municipality,a local government unit of in-service training, and service quality of these trainings and their effects on customer satisfaction are searched.For this aim after in-service and before in-service to questionnaires are applied.The obtained datas are given as comprehensive and the results are analysed.