A research on the service quality in mobile municipality applications: Example of İzmir Metropolitan Municipality

With the Information Age, technology has developed and digitized at a breakneck pace in terms of humanity. Parallel to digitalization, ideas and cultures unfold rapidly, triggering the worldwide transformation. This technological evolution on the idea of digitalization has additionally modified the general public paradigm. Public agencies have begun out to take region withinside the digital environment. As a result of the growing mobility withinside the world, high-tech mobile devices were advanced. These devices have come to be critical for humans in a brief time. The mobile application market, which is the brand-new attention of the software industry, has accelerated its proportion each day accordingly. As of the modern-day situation, the general public region maintains to digitalize at the axis of mobile devices and software. Municipalities, which can be the nearest democratic public establishments to the general public in Turkey, additionally perform digitalization research on the premise of mobile devices and software. Within the structure of the "Municipality 4.0" movement, m-municipal practices are being developed. However, at this point, it is miles of first-rate significance that programs offer the first-class service. In the study, m-municipality practices in the example of Izmir Metropolitan Municipality were evaluated in terms of service quality dimensions. In this direction, withinside the Google Play and App Store utility stores; content analysis turned into carried out on person remarks in m-municipal programs named "Acil İzmir", "Bizİzmir", "Eshot Mobil", "İzmir Büyükşehir Belediyesi" and "İZUM". Therefore, it was found that citizens are satisfied with the existence of municipal practices and the content of services. In terms of design, applications have been positively received by users due to their ease of use. However, citizen's perception of the quality of service has turned out to be negatively oriented towards reliability, which is the most important dimension in applications. Also; perceptions of sensitivity, information, efficiency, and safety were also negative. In general, it was concluded that citizen's perception of the quality of service was low. The research provides suggestions on the municipality's practices to offer a better quality of service to citizens. In this regard, the research is intended as a guide for municipalities.