Service quality and the evaluation of the satisfaction of citizen according to the quality of municipal services: Example of the city of Yalova

The factor of quality has a vital role in our changing and developing world in products and services industries. Particularly after the brand new management mentality, the concepts of quality of life, service quality and citizen satisfaction have become very important for the municipality. To conduct local services, municipalities which are considered as undeniably efficent and active, are trying to satisfy citizens by being sensitive to their citizens' expectations and requests and putting the quality in the first place to provide the citizens' public needs. In as much as municipalities are accepted as succesful as long as they give a quality service. This is a study which is about the evaluation of the satisfaction of citizens according to the municipal service quality. It is especially mentioned about the factors of quality, services quality and services quality in municipalities and then, the level of citizen satisfaction is evaluated in city center of Yalova. It is investigated that whether the service satisfaction is related to the gender, age, education level, proffesional, level of income and residence time or not. To identify the level of citizen satisafction, questionnaire method was applied and the data was computerized by help of SPSS 21.0. Frequency distribution is used to determine citizen satisfaciton and anova analysis and t-test was put to use to determination of differences.