Perception of satisfaction regarding municipality services: The case of Kastamonu Municipality

The purpose of this study is to determine whether there is a significant difference between the demographic characteristics of citizens and their satisfaction levels regarding municipal services. Therefore, a questionnaire was held to 429 citizens aged 18 and over residing within the borders of Kastamonu Municipality by applying face-to-face and online survey methods. The data acquired were analyzed using the SPSS 23.00 (Statistical Package of Social Sciences) statistical software. By taking the demographic characteristics of the citizens into account, the frequency and the percentage values were calculated. In the analysis, in order to identify significant differences, while T-TEST was applied for the cases between two groups, the one-way ANOVA test was employed for the cases, in which more than two groups were included. The statistical analysis applied was based on a significance level of 0.05. As a post hoc test, the LSD test was utilized to clarify the group, which the difference was originated. According to the results, there were no significant differences in the satisfaction levels regarding the services provided by the municipality depending on gender and marital status. On the other hand, some significant differences were identified, depending on age, education status, occupational groups, income status, and residence period. Finally, suggestions were made for Kastamonu Municipality in rising the satisfaction of the citizens in the conclusion and discussion chapter.