Investigating the satisfaction of citizens in municipality services using fuzzy modelling

Bostancı B., Erdem N.

SOCIO-ECONOMIC PLANNING SCIENCES, vol.69, 2020 (SCI-Expanded) identifier identifier

  • Publication Type: Article / Article
  • Volume: 69
  • Publication Date: 2020
  • Doi Number: 10.1016/j.seps.2019.100754
  • Journal Indexes: Science Citation Index Expanded (SCI-EXPANDED), Social Sciences Citation Index (SSCI), Scopus, Academic Search Premier, International Bibliography of Social Sciences, Business Source Elite, Business Source Premier, EconLit, Educational research abstracts (ERA), Geobase, INSPEC, Political Science Complete, Public Affairs Index, Social services abstracts, Sociological abstracts, Worldwide Political Science Abstracts
  • Keywords: Municipality services, Citizen satisfaction, Fuzzy DEMATEL, Fuzzy TOPSIS, Geostatistical analysis, GROUP DECISION-MAKING, PERFORMANCE, DEMATEL, DELIVERY, TOPSIS, SETS
  • Erciyes University Affiliated: Yes


Rapid developments in communication and information technologies in the world force local administrators to be more effective. For a local administrator to be elected again, satisfaction of citizens with the duties that need to be performed and the services provided is significant. In this study, citizen satisfaction with municipality services was measured using a questionnaire on a household level. It was aimed to develop a new approach in evaluation of municipal service quality.