Evaluation of satisfaction in municipal services through social media

With sweep through of the internet and increase in media use people in different parts of the World, the opportunity to interact within seconds and disseminate thoughts quickly is provided. As individuals can share their individual opinions with their followers on social media, institutions can also share their services with their followers. Users as consumers or citizens can evaluate the services they receive on these platforms as positive or negative. As a result, an interaction network has been formed between the citizens and the organizations they receive services from. The use of Twitter by a people of 13.6 million in Turkey has caused municipalities to remain indifferent to this platform. It has been observed that citizens frequently interpret municipal services in this interaction network The services of the municipal corporations, the managing agency, are evaluated by citizens through social media. In this study, primarily; the corporate Twitter accounts of 14 districts and the Twitter account of Sakarya Metropolitan Municipality were analyzed by content analysis. The main purpose of this section is to examine the usage behaviors of the Twitter platform, which is one of the social media sharing areas of municipalities, which is the closest administrative unit to the citizens, and to help users use Twitter in the most effective way by analyzing the data obtained. Although the corporate municipality accounts in Sakarya are on the Twitter platform, it is observed that they cannot use these channels effectively when the interaction figures are examined. As a result of the analysis, it can be said that municipalities should keep their profiles updated by giving importance to their Twitter profiles and sharing their services with citizens. When this situation is examined, it may be important for municipalities to keep their Twitter addresses updated, especially by sharing their services with citizens. Along with the analysis of the Twitter data shared by the district municipalities institutionally, the analysis of the user tweets about the district municipalities was also carried out. Including the Sakarya special; It has been prepared in order to analyze the attitudes of Twitter users about the satisfaction levels of the service quality of the district municipalities, especially the Metropolitan Municipality, and their attitudes towards the municipalities that remain hidden on Twitter. The tweets sent to the municipality accounts were collected. These obtained data were first assigned to predetermined groups with Machine Learning methods, and then Sentiment Analysis was carried out with the TurkishBERT method, which is one of the Machine Learning and Deep Learning approaches. The attitude of the citizens towards the municipalities has been revealed and evaluated with its positive and negative aspects. With this study, the importance of ensuring citizen satisfaction and responding to incoming demands faster with positive or negative feedback from the citizens of the municipalities has been emphasized with scientific data. As a result of this study, it is thought that municipalities will contribute to the literature on topics such as developing mutual dialogues with citizens, producing solutions to requests, demands and complaints, and strengthening participatory democracy through internet technologies.