Investigating the satisfaction of citizens in municipality services using fuzzy modelling

Bostancı B. , Erdem N.

SOCIO-ECONOMIC PLANNING SCIENCES, vol.69, 2020 (Journal Indexed in SCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 69
  • Publication Date: 2020
  • Doi Number: 10.1016/j.seps.2019.100754
  • Title of Journal : SOCIO-ECONOMIC PLANNING SCIENCES
  • Keywords: Municipality services, Citizen satisfaction, Fuzzy DEMATEL, Fuzzy TOPSIS, Geostatistical analysis, GROUP DECISION-MAKING, PERFORMANCE, DEMATEL, DELIVERY, TOPSIS, SETS

Abstract

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.