Investigating the satisfaction of citizens in municipality services using fuzzy modelling

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. The data that were obtained were analyzed with fuzzy multi-criteria decision-making techniques. For determination of criterion weights, FDEMATEL was utilized, and for household-based ranking, the FTOPSIS technique was implemented. A raster map was created in the ArcGIS geostatistics module by applying IDW interpolation on the resulting values. The map that was produced visually revealed the satisfaction of citizens regarding the quality of municipality services based on location. When the map was analyzed, it was seen that the satisfaction levels in the study areas of two neighborhoods were high, while the levels in the study area of one neighborhood was low.