Citizen satisfaction analysis in local government services: The case of Aksaray municipality

As the closest public legal entities to citizens, municipalities provide services in many areas such as reconstruction, environment, infrastructure, education, arts, culture, traffic, etc., which are among the common needs of local people. With the changing world, municipalities are also making changes in their service contents and delivery methods. The main reason for this is that traditional service and delivery methods are found inadequate by citizens. Acting with a modern municipality approach, municipalities try to produce high quality services and satisfy citizens by acting in accordance with the needs, wishes, preferences and expectations of citizens. Because municipalities are considered successful as long as they increase the satisfaction of citizens by providing quality services according to their demands. The aim of this study is to reveal the satisfaction of residents in the central district of Aksaray with the services provided by Aksaray Municipality. There are 48 neighborhoods in Aksaray central district. Among these neighborhoods, 32 neighborhoods were randomly selected and determined as a sample. A total of 760 people over the age of 18 were randomly surveyed with face-to-face questionare from these neighborhoods. The data collected from the survey were analyzed in SPSS 22.0 program. Frequency distributions and t-tests and ANOVA tests were used to detect differences. The findings of the research are that there are differences in the general satisfaction perception of citizens regarding the services provided by the demographic characteristics of the citizens, including gender, age, education, employment status, income status and the neighborhoods they live in, in environmental-cleaning and health services, traffic and transportation services, and culture-art and education services. It has been determined that there is no difference in economic, commercial and social services. As a result of the research, it was found that the general perception of satisfaction with the services provided by Aksaray Municipality was above average.