“CITIZEN SATISFACTION” IN THE NEW WORLD ORDER SUMMARY
YENİ DÜNYA DÜZENİNDE “VATANDAŞ MEMNUNİYETİ”

Author : Didem Hatice BİLGİN
Number of pages : 329-340

Abstract

With the impact of globalization and digitalization, traditional public administration has been inadequate, overly intrusive and cumbersome to meet the needs of the age. In this period, where new technological developments are experienced every day, there is a need for an order that will adapt to the new world order, meet the needs faster and increase the quality of service provided. While the state, political parties, citizens and non-governmental organizations are in a hierarchical order from top to bottom, this hierarchical ranking may be insufficient to meet the needs of the new world. The aim of governance is to bring the state, political parties, citizens and non-governmental organizations to a democratic structure by making equal improvement. With the new perspective that comes with governance, the need for new public management emerges by adapting the policies implemented by the private sector to the public administration. The purpose of the new public management is not the public sector to work like the private sector. It is to increase the service quality by adapting the policies implemented by the private sector to the services managed by the public as much as possible. With this perspective, it is advocated that the customer satisfaction policy in the private sector can be applied as a citizen satisfaction in the service provided by the public. In the new public administration, public officials have important responsibilities in order to obtain efficiency through the application of citizen satisfaction. In the traditional public administration, the only response to the service provided by the civil servant is "yes" or "no", while in the new public administration order, the public personnel are responsible to the citizen requesting service. In this study, the periods when this system passes until the citizen is satisfied; new world order, governance, new public management and citizen satisfaction as the last situation.

Keywords

New public management, governance, new public management, citizen satisfaction.

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