Quality in Local Service Delivery and The Opinions of the Mukhtars: The Case of Buca

Abstract

After 1980, comprehensive changes have occurred in the public financial management with the effect of globalization. This change has also contained the financial systems of local governments. Local governments in Turkey have been affected by this wave of change and reorganized their financial management systems. Within the scope of citizen-oriented management approach in local service delivery; the quality of local services has gained importance. The most important local service provider is municipalities. In this study, firstly, the search for quality will be mentioned within the scope of new public financial management approach. Then the change in Turkey and legal implications will be discussed. In the next section, municipalities and mukhtars will be evaluated as factors and actors affecting local service quality. The research composed of qualitative and quantitative methods were preferred in the study. Accordingly, the opinions of the mukhtars of İzmir's Buca district on the quality of municipal services were investigated using semi-structured interview technique. In the quantitative research part, results of the research on the quality perception of the mukhtars were included. In the conclusion part of the study, the opinions of the mukhtars on the services of Buca Municipality were evaluated and opinions and suggestions were made in this context.

Keywords

• public financial management
• municipal service
• the perception of quality
• service quality