A Study on Citizens’ Satisfaction of Local Public Services: The Case of Ankara and Paris

Authors : İsmail Safa Aydın, Kemal Yaman

Pages : 330-352

Doi:10.17218/hititsbd.1616082

View : 122 | Download : 116

Publication Date : 2025-08-31

Article Type : Research Paper

Abstract :Providing public services effectively and efficiently is one of the most important issues that governments have focused on from the past to the present. Local public services provided by different units are affecting the daily lives of citizens. Given the significance of these services, numerous variables influence their delivery. In the literature, there are various domestic and foreign studies measuring satisfaction with public services. There are many studies that compare the satisfaction of people living in different cities in a country. However, there is no study comparing the satisfaction with local public services that are living in a city in Turkey and a city in another country. This study aims to understand how citizens\\\' satisfaction with local public services and to compare this with different geographical and cultural contexts. In this respect, it is important to compare a city in Türkiye with a city in France, a country that has influenced Türkiye throughout history. This study focuses on local public services provided in metropolitan areas. The aim of the study is to measure and compare the satisfaction levels of the services provided in Ankara and Paris metropolitan areas. This study was conducted by using the survey technique as the primary data collection method. Demographic information is included at the beginning of the survey form and then local public services were listed. 5-point Likert scale was used for the research. Local public services are services for citizens living in a limited area and the survey measured these services. These services are generally provided by local governments, but there are also various services provided by the central government and the private sector. According to the research findings, there are significant differences in the perception of satisfaction with environmental, economic, urban and transportation services between respondents in Ankara and Paris. However, no significant difference was observed in terms of communication, social municipalism and innovation services. According to these results, it is seen that participants in Paris have higher satisfaction perceptions than those in Ankara in all service types.
Keywords : Kamu Hizmeti, Yerel Kamu Hizmeti, Hizmet Memnuniyeti, Ankara, Paris

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