A Research for Measuring Satisfaction from Municipal Services: Simav Municipal Example

Municipalities that have become one of the most important service organizations with the influence of the strengthening policy of local governments, it is come to work with election unlike other public institutions. The municipalities are inside the public and they came to work with election. Therefore, they have to take into account their wishes and complaints so that the services they offer can best meet the needs of the citizen. Therefore, the concept of quality of service emerges as a point to be emphasized more strongly here. In this study, it is aimed to determine how citizens who live in Kütahya Simav city perceive the services offered by Simav Municipality and how satisfied they are with the quality of the services offered. For this, a survey study including 5 demographic features and 25 satisfaction indicators was conducted. The survey was conducted as face to face interviews using a random sampling method on 253 fellow citizen. 66% of the respondents were male, 34% were female and they participated from each age and education levels. For the internal consistency of the questionnaire, the Cronbach alpha coefficient was found to be 0.892 and the reliability was determined to be quite high