A Case Study for Evaluating The Performance Perception of Municipality Services in Alanya

Municipalities are the most effective institution for meeting the needs and expectations of local residents. Meeting the needs and expectations and in this sense measuring the satisfaction become more of an issue for municipalities' future planning. When considering that in Turkey municipality elections are held in 5 years, residents evaluate the municipalities at the level they perceive the services and vote according the satisfaction level. For determining local residents' municipality intended satisfaction, primarily their needs and expectations from municipalities, i.e. perceptions of municipalities must be determined. This study aims to develop a new algorithm for evaluating the municipalities' services perception and subsequently testing it by realizing its application. The application steps of the algorithm were conducted in Antalya province's Alanya town. At the end of the application it was determined that “physical expectation”, “social expectation”, “communication” and fast and efficient service” factors create local residents' municipality perception. When the findings are examined, it was detected that the importance given to these factors and the satisfaction level intended tot hese factors were high.