Determination of citizens' satisfaction levels with local government services: The case of Elazığ Municipality

In this study, it is aimed to determine the adequacy of the services provided by the Elazig Municipality and the extent to which the people residing in the city center of Elazig are satisfied with the services. The sample of the research consists of citizens aged 18 and over living in the city center of Elâzığ. Simple random sampling was used in the study. The data of the research was collected by questionnaire method and the study was carried out face to face with 403 citizens. 69% of the respondents are male and 31% are female citizens. SPSS for Windows 26.0 package program was used in the classification and analysis of the data. Frequency, t-test, ANOVA, reliability and validity analyzes were performed in the analyses. Satisfaction with municipal services is expressed in three expressions related to the gender level of citizens (illegal construction, city-environmental cleaning and funeral-burial services). Satisfaction with municipal services, five expressions related to the age variable level of citizens (illegal construction, distribution of municipal services, promotion of the activities of the municipality for the public, library-museum services, funeral-burial services) were found to be different. A difference was found in fourteen expressions (services provided by the municipality to disabled citizens, adequacy of public sports facilities, cultural and artistic activities, restoration of historical artifacts, support for sports and athletes, festivals, etc.) regarding the level of satisfaction with municipal services and the level of education level of citizens. Satisfaction with municipal services is in five statements (inspections of artisans on prices, adequacy of garbage collection services, services related to stray animals, the adequacy of the knowledge and skills of the personnel and general satisfaction with the services of Elazig Municipality) were determined. Researchers who want to work on the marketing of local government services in the coming years can conduct comparative studies at the level of years.