An Investigation into Service Performance Measurement of Non-Governmental Organizations

Year 2019, Volume: 18 Issue: 3, 1143 - 1159, 02.07.2019

Halil Savaş , Zinnet Karakaş

https://doi.org/10.21547/jss.461071

Cited By: 2

Abstract

The actions of governments may sometimes be
insufficient to satisfy their citizens in social, economic, cultural, political
areas etc. The gap arising from this insufficiency is filled with the support
of non-governmental organizations. In this study, the data obtained through
implementation of a questionnaire which is generated by considering literature
review and face-to-face interviews conducted with some NGOs with the
participation of 249 individuals were analyzed. These analyses were made
according to the type of NGOs. Following the presentation of the data obtained
according to demographic characteristics, the relationship among five
dimensions of NGOs’ service performance was analyzed.  Consequently, a significant and positive
relationship was found between each pair of these. The hypothesis of this study
was based on the difference between the dimensions of NGOs’ service performance
according to the type of NGOs. The results suggested that these five dimensions
differed, which was mainly originated from foundations and unions. 

Keywords

Non-governmental organizations, NGOs’ service performance measurement, Service performance measurement

Sivil Toplum Kuruluşlarında Hizmet Performansının Ölçümü Üzerine Bir Araştırma

Abstract

Hükümetlerin faaliyetleri, vatandaşların sosyal, ekonomik, kültürel,
siyasi ve benzeri alanlarda tatmin edilmesi noktasında yetersiz
kalabilmektedir. Bu yetersiz kalmadan doğan boşluk sivil toplum kuruluşlarının
(STK) desteği ile doldurulmaktadır. Bu çalışmada, literatür taraması ve bazı
STK’lar ile yapılan mülakatlar sonucunda bir anket formu oluşturulmuş daha
sonra anket uygulamasına 249 bireyin katılımı nihayetinde elde edilen veriler
analiz edilmiştir. Bu analizler STK’nın türüne göre yapılmıştır. Demografik
özelliklere göre elde edilen verilerin sunulmasının ardından STK’ların hizmet
performansının beş boyutu arasındaki ilişki analiz edilmiştir. Sonuç olarak bu
boyutların her bir ikilisi arasında anlamlı ve pozitif ilişki bulunmuştur. Bu
çalışmanın hipotezi STK’ların türüne göre STK’ların hizmet performansı
boyutları arasında yer alabilecek farklılığa dayanmaktadır. Sonuçlar
göstermektedir ki bu beş boyut farklılık içermektedir ve bu farklılık büyük
oranda sendika ve vakıflardan kaynaklanmaktadır.

Keywords

Sivil toplum kuruluşları, Hizmet performansının ölçümü, STK’ların hizmet performansının ölçümü

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