Evaluation of public satisfaction with law enforcement services in Turkey<p>Türkiye’de güvenlik hizmetlerinin vatandaş memnuniyeti açısından değerlendirilmesi
Keywords:
TNP, Life Satisfaction Survey (LSS), citizen satisfaction with security services, satisfaction with public services, education, health, legal services, TPT, Yaşam memnuniyet anketi, güvenlik ve asayiş hizmetlerinden memnuniyetAbstract
Turkish National Police (TNP), through its innovative approaches in the security sector and public services, has played an important role in building institutional identity. On the other hand, it has been subject to some criticism as well. In the course of providing security services, law enforcement officers who have legal powers such as use of force, are either praised or criticized by citizens for their actions. Using quantitative micro-level data, this study explores Turkish citizens’ perceptions about law enforcement services, as well as the factors related to public satisfaction with law enforcement.
The data comes from the 2012-Life Satisfaction Survey (LSS) collected by the Turkey Statistical Institute (TÜIK). In 2012, a nationally representative random sample of (N=7,956) citizens was surveyed. In the literature, public satisfaction with security services is explained using three models: the demographic, the quality of life and the confrontation model. This study attempts to answer the following two main questions: (1) How does the level of citizen satisfaction with security services versus other public services (health, education, legal services) change temporally from 2004 through 2012? (2) How the three models predict the degree of citizen satisfaction with security services? For the latter question the TUIK-2012 micro data is analyzed using the R statistical programming language by employing ordered logistic regression. The study concludes with the discussion of the findings and policy recommendations.
Özet
Türk Polis Teşkilatı (TPT) son yıllarda güvenlik sektöründe ve kamu hizmetlerinde yaptığı yeniliklerle kurumsal kimlik kazanmakta önemli rol oynamış ancak bununla birlikte de bir takım eleştirilere maruz kalmıştır. Kamu hizmetlerinden birisi olan güvenlik hizmetlerini yerine getirirken kanundan kaynaklı güç ve silah kullanma yetkisi olan kolluk görevlilerinin yaptıkları/yapmadıkları bir takım davranışlar vatandaşlar tarafından takdir edilmekte ve/veya eleştirilere maruz kalmaktadır. Bu çalışmada, TPT’nın sağladığı güvenlik hizmetlerinden vatandaşların memnuniyet derecelerinin nasıl olduğunu ve bunları etkileyen faktörler bilimsel veriler ışığında incelenerek tartışılacaktır.
Bu çalışmada, Türkiye İstatistik Kurumu (TÜİK) tarafından her sene rastgele örnekleme yolu ile seçilmiş olan vatandaşlara uygulanan Yaşam Memnuniyet Anketi (YMA) 2012 yılı mikro verileri (N=7,956) kullanılmıştır. Literatürde, güvenlik hizmetlerinden memnuniyet derecesi demografik, yaşam kalitesi ve karşılaşma modeli olarak üç başlık altında incelenmiştir. Çalışma, iki temel soruya cevap bulmayı amaçlamaktadır; (1) Vatandaşların güvenlik ve asayiş hizmetlerinden memnuniyet dereceleri ile diğer kamu hizmetlerinden (sağlık, eğitim, adli hizmetler) memnuniyet oranları yıllara göre (2004-2012) nasıl bir değişim sergilemektedir? (2) Vatandaşların güvenlik ve asayiş hizmetlerinden memnuniyet dereceleri üç farklı modele göre (demografik, yaşam kalitesi ve karşılaşma modeli) nasıl etkilenmektedir? TÜİK-2012 mikro verileri R istatistiki programlama dilinde sıralı lojistik regresyon yöntemi ile analiz edilerek sonuçlar ve öneriler çalışmanın sonunda bulgular doğrultusunda tartışılmıştır.
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