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Investigating the satisfaction of citizens in municipality services using fuzzy modelling

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  • Bostancı, Bülent
  • Erdem, Nuri

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.

Suggested Citation

  • Bostancı, Bülent & Erdem, Nuri, 2020. "Investigating the satisfaction of citizens in municipality services using fuzzy modelling," Socio-Economic Planning Sciences, Elsevier, vol. 69(C).
    • Handle: RePEc:eee:soceps:v:69:y:2020:i:c:s0038012119300175
    DOI: 10.1016/j.seps.2019.100754
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    References listed on IDEAS

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    1. Muhammad Umar Bello & David Martin & Rozila Kasim & Muhammad Abubakar & Muhammad Akilu Umar, 2017. "An Examination of Relationship between Quality Municipal Services and Citizen Satisfaction in Malaysian Local Council, Batu Pahat in Perspective," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 3(5(22)), pages 2.1-2.4, May.
    2. Muhammad Umar Bello & David Martin @ Daud Juanil & Rozilah Kasim & Muhammad Najib Razali & Yunos Ngadiman & Talib Bon, 2018. "Evidence of Municipal Awareness as a Construct for Enhancing Citizen Satisfaction in Municipal Council of Malaysia," Traektoriâ Nauki = Path of Science, Altezoro, s.r.o. & Dialog, vol. 4(2), pages 1001-1012, February.
    3. Wang, Reay-Chen & Chuu, Shian-Jong, 2004. "Group decision-making using a fuzzy linguistic approach for evaluating the flexibility in a manufacturing system," European Journal of Operational Research, Elsevier, vol. 154(3), pages 563-572, May.
    4. Oludele Akinloye Akinboade & Emilie Chanceline Kinfack & Mandisa Putuma Mokwena, 2012. "An analysis of citizen satisfaction with public service delivery in the Sedibeng district municipality of South Africa," International Journal of Social Economics, Emerald Group Publishing Limited, vol. 39(3), pages 182-199, February.
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    Cited by:

    1. Tsuen-Ho Hsu & Sen-Tien Her & Jia-Jeng Hou, 2021. "Developing Universally Applicable Service Quality Assessment Model Based on the Theory of Consumption Values, and Using Fuzzy Linguistic Preference Relations to Empirically Test Three Industries," Mathematics, MDPI, vol. 9(20), pages 1-32, October.
    2. Chia-Li Lin, 2022. "Evaluating the urban sustainable development strategies and common suited paths considering various stakeholders," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(12), pages 14033-14073, December.
    3. Vojo Lakovic, 2021. "Crisis management of municipality performance on citizen satisfaction with urban services by structural equation modeling," Quality & Quantity: International Journal of Methodology, Springer, vol. 55(2), pages 765-773, April.
    4. Ali Hosseini & Ebrahim Farhadi & Fatema Hussaini & Ahmad Pourahmad & Nooshin Seraj Akbari, 2022. "Analysis of spatial (in)equality of urban facilities in Tehran: an integration of spatial accessibility," Environment, Development and Sustainability: A Multidisciplinary Approach to the Theory and Practice of Sustainable Development, Springer, vol. 24(5), pages 6527-6555, May.
    5. José Fernando Romero-Subia & Juan Antonio Jimber-del Rio & María Salomé Ochoa-Rico & Arnaldo Vergara-Romero, 2022. "Analysis of Citizen Satisfaction in Municipal Services," Economies, MDPI, vol. 10(9), pages 1-24, September.
    6. Maria Rostasova & Anna Padourova & Tatiana Corejova, 2020. "KANO model as a tool of effective customer satisfaction diagnostics of postal services," Entrepreneurship and Sustainability Issues, VsI Entrepreneurship and Sustainability Center, vol. 8(2), pages 811-828, December.
    7. Vafadarnikjoo, Amin & Tavana, Madjid & Chalvatzis, Konstantinos & Botelho, Tiago, 2022. "A socio-economic and environmental vulnerability assessment model with causal relationships in electric power supply chains," Socio-Economic Planning Sciences, Elsevier, vol. 80(C).

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