Measuring the Satisfaction of Citizens for the Services given by the Municipality: The Case of Kirşehir Municipality

With the improving technologies and increased communication skills, the expectations of the citizens from their municipalities are also increased. At this point municipalities try to meet their citizens’ expectations with quality improvement processes and satisfaction surveys. This paper aims to measure the satisfaction level of the KırĢehir Municipality. Also we measure and compare the importance-performance levels of the Municipality with SERVQUAL method. Face to face surveys which were applied to the citizens evaluated for to determine the general attitudes towards the Municipality and its exterior appearance. According to analyses results, the satisfaction level of Municipality services vary statistically in terms of district lived in and in some cases(importance-performance) gender, education, marital status and income level. There is no significant difference between age and service factors. In broad view, general attitude toward The Municipality is negative. Citizens stated that th e services do not meet their expectations. We recommend that the Municipality should consider the results and make some changes to improve their service quality.