YENİ BÜYÜKŞEHİR YÖNETİM MODELİNDE İLÇE BELEDİYELERİNİN HİZMET SUNUMLARINA İLİŞKİN VATANDAŞ MEMNUNİYET DÜZEYİNİ ÖLÇMEYE YÖNELİK BİR ARAŞTIRMA: ANKARA ÖRNEĞİ

Abstract

AYDIN, Filiz. A Study to Measure Citizen Satisfaction Level concerning Service Delivery of District Municipalities in the New Metropolitan Management Model: The Case of Ankara, Ph.D. Dissertation , Ankara, 2024.

Turkey's effort to transform small-scale local administrations into larger-scale administrative units by merging them is based on the goals of harmonizing with the regional level classification in European standards, strengthening local governments, ensuring fair distribution of resources and increasing efficiency. In this thesis, the validity of the criticisms made to the Law No. 6360 of 2012, such as "increased centralization", "difficulty in accessing services for local people" and "increase in costs" and the effects of the Law on the local people are evaluated. The thesis examines the relationship between the service delivery of district municipalities and citizen satisfaction in the metropolitan management model changed by Law No. 6360 and also aims to determine whether there is a relationship between the level of local participation and "citizen satisfaction" related to the service delivery of district municipalities and the direction of the relationship. In this context, 9 districts in Ankara were selected by taking into account the variables "population", "distance", "rural area size" and "economic development". A survey was conducted with local people and interviews were conducted with headmen. The findings were comparatively analyzed according to the participants' 'demographic characteristics', 'permanent, seasonal and weekend living situation', 'district development group', 'distance to the district centre', 'settlement types' and 'districts'. Positive aspects of change; While the "awareness of the change" that occurred with Law No. 6360 is collected under the headings of "new services", "institutionalization of services" and "service increase", the negative aspects of the change are; "inadequacy of services in terms of quantity and quality", "abolition of legal entity", "water-related problems", "invoice and fee problems", "authority confusion", "distance", "problems related to internal migration", "zoning, planning", It is expressed as “public transportation” and “infrastructure deficiencies”. As the development level of the district increases, the demand for the old status (village, town municipality) decreases. As the distance to the district of affiliation increases, satisfaction with the legal change decreases and the demand for the old status also increases. Although a significant portion of the participants stated that they were satisfied with the district municipality services, the rate of those who said they were dissatisfied is very close to the rate of those who were satisfied. Providing regular and high-quality services increases "citizen satisfaction". Satisfaction with legal change is higher in districts with a high level of development than in districts with a low level of development. In terms of district development level, it is seen that satisfaction rates gradually decrease from highly developed to less developed. As the level of local participation increases, citizen satisfaction increases. However, in the new system, it has been determined that democratic participation has decreased, and citizen satisfaction with municipal services is also low. As a result of the thesis, it was determined that as the distance of the neighborhoods from the district center increases, the positive effect of the model decreases and the communication and interaction of local governments with the local people weakens. Although it was accepted by the local people that the services could not be carried out in an integrated manner in the past, the concept of "neighborhood" that emerged according to the new regulations does not seem to be fully accepted.