Proceedings of the 14th International Academic Conference, Malta

EVALUATION OF OFFICER BEHAVIOUR BY CITIZENS IN THE DELIVERY OF PUBLIC SERVICE

MEHMET GOKUS, AHMET AY, HAKAN ALPTURKER

Abstract:

With each passing day, the importance of citizen satisfaction with the public service is increasing. As a result, citizen-oriented management approach has emerged. In this respect, citizen satisfaction depends on the positive reviews of citizens about public services s/he benefit. Today’s governments make some arrangements to increase the quality of public services. Thanks to these arrangements the satisfaction of citizens with the public services is trying to be provided. A remarkable situation in these arrangements is that, as well as service quality in the delivery of public service, relations arising between officers delivering public service and citizens also directly affect citizen satisfaction with public services. While positive behaviours of officers increase the satisfaction level of citizens with public services, negative behaviours can lead to negative evaluation of public services by citizens and thus considering them as of poor quality and dissatisfaction with public services. In this study, it is tried to be analysed with a survey study how 848 citizens over the age of 18 living within the service limits of Nevşehir municipality evaluate the behaviours of officers delivering public services. Also in this study, whether there is a relationship between demographic features of citizens and their evaluation of the behaviours of officers is investigated, and responses to various hypotheses have been sought in this regard

Keywords: Public Service, Citizen, Officer Behaviour

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