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HİZMET MEMNUNİYETİNİN VE KAMU KURUMLARINA DUYULAN GÜVENİN VATANDAŞLARIN SES ÇIKARMASI ÜZERİNDEKİ ETKİSİ: ETİK KAMU YÖNETİMİNİN ROLÜ

Year 2023, Volume: 10 Issue: 23, 707 - 731, 31.12.2023

Müslüm Kayacı

https://doi.org/10.58884/akademik-hassasiyetler.1341642

Abstract

Bu çalışma vatandaşların hizmet memnuniyeti, kamu kurumlarına güven ve ses çıkarma davranışları arasındaki nedensel ilişkileri Yeni Kamu Yönetimi perspektifi aracılığıyla incelemektedir. Ayrıca etik kamu yönetiminin bu ilişkiler üzerindeki düzenleyici etkisi de incelenmiştir. Öne sürülen hipotezler Diyarbakır’daki 586 vatandaştan elde edilen örnekleme uygulanan anket yöntemiyle analiz edilmiştir. Lineer regresyon analizi bulgularına göre vatandaşların siyasi etkinlik düzeyi, hizmet memnuniyeti ve kamu kurumlarına duyulan güven değişkenlerinden olumlu şekilde etkilenmektedir. Öte yandan siyasi katılım sadece hizmet memnuniyetinden olumlu şekilde etkilenmektedir. Siyasi katılım ve hizmet memnuniyeti arasında anlamlı bir ilişki bulunamamıştır. Kamu yönetimi etiğinin hizmet memnuniyeti ve ses çıkarma davranışları (siyasi etkinlik ve siyasal katılım) arasındaki ilişkide olumlu bir düzenleyici etkisi bulunmaktadır. Ayrıca kamu kurumlarına güven ve ses çıkarma davranışları (siyasi etkinlik ve siyasal katılım) arasındaki ilişkide de olumlu bir düzenleyici etkisi vardır. Bu araştırma Yeni Kamu Yönetimi çıktıları hakkında farklı ülke bağlamından birinci elden toplanan veriler ile bulgular sağlamaktadır.

Keywords

Kamu Yönetimi Etiği Hizmet Memnuniyeti Güven Ses Çıkarma.

References

  • Aiken, L. S. & West, S. G. (1991). Multiple regression: testing and interpreting interactions. Sage Publications Inc.
  • Baier, A. (1986). Trust and antitrust. Ethics, 96(2), 231-260. https://doi.org/10.1086/292745
  • Barber, B. (2003). Strong democracy: Participatory politics for a new age. University of California Press.
  • Beeri, I., Uster, A. & Vigoda-Gadot, E. (2019). Does performance management relate to good governance? A study of its relationship with citizens’ satisfaction with and trust in Israeli local government. Public Performance and Management Review, 42(2), 241–279. https://doi.org/10.1080/15309576.2018.1436074
  • Bowman, J. S., West, J. P. & Beck, M. A. (2010). Achieving competencies in public service: The professional edge. Routledge.
  • Box, R. C. (1999). Running government like a business: Implications for public administration theory and practice. The American Review of Public Administration, 29(1), 19-43. https://doi.org/10.1177/02750749922064256
  • Bruning, S. D. & Ledingham, J. A. (1999). Relationships between organizations and publics: Development of a multi-dimensional organization-public relationship scale. Public Relations Review, 25(2), 157-170. https://doi.org/10.1016/S0363-8111(99)80160-X
  • Christensen, T., & Lægreid, P. (2005). Trust in government: The relative importance of service satisfaction, political factors, and demography. Public Performance and Management Review, 28(4), 487-511. https://www.jstor.org/stable/3381308
  • Cohen, S. & Eimicke, W. B. (1995). Ethics and the public administrator. The Annals of the American Academy of Political and Social Science, 537(1), 96-108. https://doi.org/10.1177/0002716295537000009
  • Dahl, R. A. (1971). Polyarchy, participation and opposition. Yale Univ. Press.
  • DeLeon, L. (1996). Ethics and entrepreneurship. Policy Studies Journal, 24(3), 495-510. https://doi.org/10.1111/j.1541-0072.1996.tb01642.x
  • Denhardt, J. V. & Denhardt, R. B. (2007). The new public service: serving, not steering. M.E. Sharpe, Inc. Easton, D. (1975). A re-assessment of the concept of political support. British Journal of Political Science, 5(4), 435-457. doi:10.1017/S0007123400008309
  • Eryılmaz, B. & Biricikoğlu, H. (2011). Kamu yönetiminde hesap verebilirlik ve etik. İş Ahlakı Dergisi, 4(7), 19-45.
  • Feldheim, M. A. & Wang, X. (2004). Ethics and public trust: results from a national survey. Public Integrity, 6(1), 63-75. https://doi.org/10.1080/10999922.2004.11051242
  • He, A. J. & Ma, L. (2021). Citizen participation, perceived public service performance, and trust in government: Evidence from health policy reforms in Hong Kong. Public Performance and Management Review, 44(3), 471-493. https://doi.org/10.1080/15309576.2020.1780138
  • Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard university Press.
  • Hood, C. (1991). A public management for all seasons?. Public Administration, 69(1), 3-19. https://doi.org/10.1111/j.1467-9299.1991.tb00779.x
  • Hunt, H. K. (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction. Marketing Science Institute.
  • James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107-123. https://doi.org/10.1093/jopart/mum034
  • Josephson, M. (1989). Power, politics and ethics: Ethical obligations and opportunities of government service. Josephson Institute for the Advancement of Ethics.
  • Kayacı, M. (2022). Perceptions of citizens for public institutions’ performance in crises: Covid-19 crisis in Turkey context. Balkan Social Science Review, 19, 185-205. https://doi.org/10.46763/BSSR2219185k
  • King, C. S., Feltey, K. M. & Susel, B. O. N. (1998). The question of participation: Toward authentic public participation in public administration. Public Administration Review, 58(4), 317-326. https://doi.org/10.2307/977561
  • Levi, M., & Stoker, L. (2000). Political trust and trustworthiness. Annual Review of Political Science, 3(1), 475-507. https://doi.org/10.1146/annurev.polisci.3.1.475
  • Lyons, W. E., Lowery, D. & DeHoog, R. H. (1992). The politics of dissatisfaction: Citizens, services, and urban institutions. ME Sharpe.
  • Mizrahi, S., Ben-Eliyahu, A., Cohen, N., Hertz, U., Miller-Mor, R., Mishor, E. & Vigoda-Gadot, E. (2022). Public management during a crisis: when are citizens willing to contribute to institutional emergency preparedness?. Public Management Review, In-press 1-25. https://doi.org/10.1080/14719037.2022.2042727
  • Mizrahi, S., Vigoda-Gadot E. & Cohen, N. (2021). Drivers of trust in emergency organizations networks: the role of readiness, threat perceptions and participation in decision making. Public Management Review, 23(2), 233-253. https://doi.org/10.1080/14719037.2019.1674367
  • Mizrahi, S., Vigoda-Gadot, E. & Cohen, N. (2009). Trust, participation, and performance in public administration: An empirical examination of health services in Israel. Public Performance and Management Review, 33(1), 7–33. https://doi.org/10.2753/PMR1530-9576330101
  • Mizrahi, S., Vigoda-Gadot, E. & Cohen, N. (2010). Trust, participation and performance: The case of the Israeli National Insurance Institute. Public Management Review, 12(1), 99-126. https://doi.org/10.1080/14719030902817949
  • Niemi, R. G., Craig, S. C. & Mattei, F. (1991). Measuring internal political efficacy in the 1988 National Election Study. American Political Science Review, 85(4), 1407-1413. doi:10.2307/1963953
  • OECD (1996). Ethics in the public service: current issues and practice. Retrieved on 2022, May 14 2022 from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.194.8759&rep=rep1&type=pdf .
  • Osborne, D. & Gaebler, T. (1992). Reinventing government: how the entrepreneurial spirit is transforming the public sector. Addisson-Wesley Publishing Company.
  • Pateman, C. (1970). Participation and democratic theory. Cambridge University Press.
  • Putnam, R. D. (1993). Making democracy work: Civic traditions in modern Italy. Princeton Univ. Press.
  • Rhee, S. K. & Rha, J. Y. (2009). Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector. The Service Industries Journal, 29(11), 1491-1512. https://doi.org/10.1080/02642060902793441
  • Roch, C. H. & Poister, T. H. (2006). Citizens, accountability, and service satisfaction: The influence of expectations. Urban Affairs Review, 41(3), 292-308. https://doi.org/10.1177/1078087405281124
  • Rousseau, D. M., Sitkin, S. B., Burt, R. S. & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404. https://doi.org/10.5465/amr.1998.926617
  • Seyd, B. (2015). How do citizens evaluate public officials? The role of performance and expectations on political trust. Political Studies, 63(1), 73-90. https://doi.org/10.1111/1467-9248.12163
  • Shieh, G. (2009). Detecting interaction effects in moderated multiple regression with continuous variables power and sample size considerations. Organizational Research Methods, 12(3), 510-528. https://doi.org/10.1177/1094428108320370
  • Sztompka, P. (1999). Trust: a sociological theory. Cambridge University Press.
  • Tabachnick, B. G. & Fidell, L. S. (2014). Using multivariate statistics. Pearson Publishing.
  • TÜİK (2020). İBBS-Düzey 1, İBBS-Düzey 2, İl ve İlçe Nüfusları. Retrieved on 2022, May 1 from https://biruni.tuik.gov.tr/medas/?kn=95&locale=tr.
  • Van de Walle, S. (2017). Trust in public administration and public services. Trust at risk: Implications for EU. Retrieved on 2022, May 17 from http://www.bramlancee.eu/wpcontent/uploads/2017/03/trustatrisk.pdf#page=120
  • Van de Walle, S. (2018). Explaining citizen satisfaction and dissatisfaction with public services. In E. Ongaro, & S. Van Thiel (Ed.), The Palgrave handbook of public administration and management in Europe (pp. 227-241). Palgrave Macmillan.
  • Van de Walle, S. & Bouckaert, G. (2003). Public service performance and trust in government: The problem of causality. International Journal of Public Administration, 26(8-9), 891-913. https://doi.org/10.1081/PAD-120019352
  • Vigoda, E. (2000). Are you being served? The responsiveness of public administration to citizens’ demands: An empirical examination in Israel. Public Administration, 78(1), 165-191. https://doi.org/10.1111/1467-9299.00198
  • Vigoda-Gadot, E. (2007). Citizens' perceptions of politics and ethics in public administration: A five-year national study of their relationship to satisfaction with services, trust in governance, and voice orientations. Journal of Public Administration Research and Theory, 17(2), 285-305. https://doi.org/10.1093/jopart/muj018
  • Walker, R. M., Brewer, G. A., Boyne, G. A. & Avellaneda, C. N. (2011). Market orientation and public service performance: new public management gone mad?. Public Administration Review, 71(5), 707-717. https://doi.org/10.1111/j.1540-6210.2011.02410.x
  • Wang, X. & Wan Wart, M. (2007). When public participation in administration leads to trust: an empirical assessment of managers’ perceptions. Public Administration Review, 67(2), 265-278. https://doi.org/10.1111/j.1540-6210.2007.00712.x

THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION

Year 2023, Volume: 10 Issue: 23, 707 - 731, 31.12.2023

Müslüm Kayacı

https://doi.org/10.58884/akademik-hassasiyetler.1341642

Abstract

This study investigates the causal relationships between satisfaction with services, trust in public organizations and the voice orientation of citizens through the perspective of the New Public Management. The moderating role of ethical public administration in these relationships is also investigated. Survey methodology with a sample of 586 citizens from Diyarbakır city is used to analyze proposed hypotheses. According to linear regression analyzes, political efficacy level of citizens is positively affected by satisfaction with services and trust in public organizations variables. On the other hand, political participation is only impacted by satisfaction with services positively. No significant relationship can be found between satisfaction with services and political participation. Public administration ethics has a positive moderator role on the relationship between satisfaction with services and voice orientation behaviors (political efficacy and political participation). It also positively moderates the relationship between trust in public organizations and voice orientation of citizens (political efficacy and political participation). This research provides findings about the New Public Management outcomes from different country contexts through first-hand data.

Keywords

Public Administration Ethics Satisfaction with Services Trust Voice Orientation.

References

  • Aiken, L. S. & West, S. G. (1991). Multiple regression: testing and interpreting interactions. Sage Publications Inc.
  • Baier, A. (1986). Trust and antitrust. Ethics, 96(2), 231-260. https://doi.org/10.1086/292745
  • Barber, B. (2003). Strong democracy: Participatory politics for a new age. University of California Press.
  • Beeri, I., Uster, A. & Vigoda-Gadot, E. (2019). Does performance management relate to good governance? A study of its relationship with citizens’ satisfaction with and trust in Israeli local government. Public Performance and Management Review, 42(2), 241–279. https://doi.org/10.1080/15309576.2018.1436074
  • Bowman, J. S., West, J. P. & Beck, M. A. (2010). Achieving competencies in public service: The professional edge. Routledge.
  • Box, R. C. (1999). Running government like a business: Implications for public administration theory and practice. The American Review of Public Administration, 29(1), 19-43. https://doi.org/10.1177/02750749922064256
  • Bruning, S. D. & Ledingham, J. A. (1999). Relationships between organizations and publics: Development of a multi-dimensional organization-public relationship scale. Public Relations Review, 25(2), 157-170. https://doi.org/10.1016/S0363-8111(99)80160-X
  • Christensen, T., & Lægreid, P. (2005). Trust in government: The relative importance of service satisfaction, political factors, and demography. Public Performance and Management Review, 28(4), 487-511. https://www.jstor.org/stable/3381308
  • Cohen, S. & Eimicke, W. B. (1995). Ethics and the public administrator. The Annals of the American Academy of Political and Social Science, 537(1), 96-108. https://doi.org/10.1177/0002716295537000009
  • Dahl, R. A. (1971). Polyarchy, participation and opposition. Yale Univ. Press.
  • DeLeon, L. (1996). Ethics and entrepreneurship. Policy Studies Journal, 24(3), 495-510. https://doi.org/10.1111/j.1541-0072.1996.tb01642.x
  • Denhardt, J. V. & Denhardt, R. B. (2007). The new public service: serving, not steering. M.E. Sharpe, Inc. Easton, D. (1975). A re-assessment of the concept of political support. British Journal of Political Science, 5(4), 435-457. doi:10.1017/S0007123400008309
  • Eryılmaz, B. & Biricikoğlu, H. (2011). Kamu yönetiminde hesap verebilirlik ve etik. İş Ahlakı Dergisi, 4(7), 19-45.
  • Feldheim, M. A. & Wang, X. (2004). Ethics and public trust: results from a national survey. Public Integrity, 6(1), 63-75. https://doi.org/10.1080/10999922.2004.11051242
  • He, A. J. & Ma, L. (2021). Citizen participation, perceived public service performance, and trust in government: Evidence from health policy reforms in Hong Kong. Public Performance and Management Review, 44(3), 471-493. https://doi.org/10.1080/15309576.2020.1780138
  • Hirschman, A. O. (1970). Exit, voice, and loyalty: Responses to decline in firms, organizations, and states. Harvard university Press.
  • Hood, C. (1991). A public management for all seasons?. Public Administration, 69(1), 3-19. https://doi.org/10.1111/j.1467-9299.1991.tb00779.x
  • Hunt, H. K. (1977). Conceptualization and measurement of consumer satisfaction and dissatisfaction. Marketing Science Institute.
  • James, O. (2009). Evaluating the expectations disconfirmation and expectations anchoring approaches to citizen satisfaction with local public services. Journal of Public Administration Research and Theory, 19(1), 107-123. https://doi.org/10.1093/jopart/mum034
  • Josephson, M. (1989). Power, politics and ethics: Ethical obligations and opportunities of government service. Josephson Institute for the Advancement of Ethics.
  • Kayacı, M. (2022). Perceptions of citizens for public institutions’ performance in crises: Covid-19 crisis in Turkey context. Balkan Social Science Review, 19, 185-205. https://doi.org/10.46763/BSSR2219185k
  • King, C. S., Feltey, K. M. & Susel, B. O. N. (1998). The question of participation: Toward authentic public participation in public administration. Public Administration Review, 58(4), 317-326. https://doi.org/10.2307/977561
  • Levi, M., & Stoker, L. (2000). Political trust and trustworthiness. Annual Review of Political Science, 3(1), 475-507. https://doi.org/10.1146/annurev.polisci.3.1.475
  • Lyons, W. E., Lowery, D. & DeHoog, R. H. (1992). The politics of dissatisfaction: Citizens, services, and urban institutions. ME Sharpe.
  • Mizrahi, S., Ben-Eliyahu, A., Cohen, N., Hertz, U., Miller-Mor, R., Mishor, E. & Vigoda-Gadot, E. (2022). Public management during a crisis: when are citizens willing to contribute to institutional emergency preparedness?. Public Management Review, In-press 1-25. https://doi.org/10.1080/14719037.2022.2042727
  • Mizrahi, S., Vigoda-Gadot E. & Cohen, N. (2021). Drivers of trust in emergency organizations networks: the role of readiness, threat perceptions and participation in decision making. Public Management Review, 23(2), 233-253. https://doi.org/10.1080/14719037.2019.1674367
  • Mizrahi, S., Vigoda-Gadot, E. & Cohen, N. (2009). Trust, participation, and performance in public administration: An empirical examination of health services in Israel. Public Performance and Management Review, 33(1), 7–33. https://doi.org/10.2753/PMR1530-9576330101
  • Mizrahi, S., Vigoda-Gadot, E. & Cohen, N. (2010). Trust, participation and performance: The case of the Israeli National Insurance Institute. Public Management Review, 12(1), 99-126. https://doi.org/10.1080/14719030902817949
  • Niemi, R. G., Craig, S. C. & Mattei, F. (1991). Measuring internal political efficacy in the 1988 National Election Study. American Political Science Review, 85(4), 1407-1413. doi:10.2307/1963953
  • OECD (1996). Ethics in the public service: current issues and practice. Retrieved on 2022, May 14 2022 from http://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.194.8759&rep=rep1&type=pdf .
  • Osborne, D. & Gaebler, T. (1992). Reinventing government: how the entrepreneurial spirit is transforming the public sector. Addisson-Wesley Publishing Company.
  • Pateman, C. (1970). Participation and democratic theory. Cambridge University Press.
  • Putnam, R. D. (1993). Making democracy work: Civic traditions in modern Italy. Princeton Univ. Press.
  • Rhee, S. K. & Rha, J. Y. (2009). Public service quality and customer satisfaction: exploring the attributes of service quality in the public sector. The Service Industries Journal, 29(11), 1491-1512. https://doi.org/10.1080/02642060902793441
  • Roch, C. H. & Poister, T. H. (2006). Citizens, accountability, and service satisfaction: The influence of expectations. Urban Affairs Review, 41(3), 292-308. https://doi.org/10.1177/1078087405281124
  • Rousseau, D. M., Sitkin, S. B., Burt, R. S. & Camerer, C. (1998). Not so different after all: A cross-discipline view of trust. Academy of Management Review, 23(3), 393-404. https://doi.org/10.5465/amr.1998.926617
  • Seyd, B. (2015). How do citizens evaluate public officials? The role of performance and expectations on political trust. Political Studies, 63(1), 73-90. https://doi.org/10.1111/1467-9248.12163
  • Shieh, G. (2009). Detecting interaction effects in moderated multiple regression with continuous variables power and sample size considerations. Organizational Research Methods, 12(3), 510-528. https://doi.org/10.1177/1094428108320370
  • Sztompka, P. (1999). Trust: a sociological theory. Cambridge University Press.
  • Tabachnick, B. G. & Fidell, L. S. (2014). Using multivariate statistics. Pearson Publishing.
  • TÜİK (2020). İBBS-Düzey 1, İBBS-Düzey 2, İl ve İlçe Nüfusları. Retrieved on 2022, May 1 from https://biruni.tuik.gov.tr/medas/?kn=95&locale=tr.
  • Van de Walle, S. (2017). Trust in public administration and public services. Trust at risk: Implications for EU. Retrieved on 2022, May 17 from http://www.bramlancee.eu/wpcontent/uploads/2017/03/trustatrisk.pdf#page=120
  • Van de Walle, S. (2018). Explaining citizen satisfaction and dissatisfaction with public services. In E. Ongaro, & S. Van Thiel (Ed.), The Palgrave handbook of public administration and management in Europe (pp. 227-241). Palgrave Macmillan.
  • Van de Walle, S. & Bouckaert, G. (2003). Public service performance and trust in government: The problem of causality. International Journal of Public Administration, 26(8-9), 891-913. https://doi.org/10.1081/PAD-120019352
  • Vigoda, E. (2000). Are you being served? The responsiveness of public administration to citizens’ demands: An empirical examination in Israel. Public Administration, 78(1), 165-191. https://doi.org/10.1111/1467-9299.00198
  • Vigoda-Gadot, E. (2007). Citizens' perceptions of politics and ethics in public administration: A five-year national study of their relationship to satisfaction with services, trust in governance, and voice orientations. Journal of Public Administration Research and Theory, 17(2), 285-305. https://doi.org/10.1093/jopart/muj018
  • Walker, R. M., Brewer, G. A., Boyne, G. A. & Avellaneda, C. N. (2011). Market orientation and public service performance: new public management gone mad?. Public Administration Review, 71(5), 707-717. https://doi.org/10.1111/j.1540-6210.2011.02410.x
  • Wang, X. & Wan Wart, M. (2007). When public participation in administration leads to trust: an empirical assessment of managers’ perceptions. Public Administration Review, 67(2), 265-278. https://doi.org/10.1111/j.1540-6210.2007.00712.x
There are 48 citations in total.

Details

Primary Language English
Subjects Policy and Administration (Other)
Journal Section Research Article
Authors

Müslüm Kayacı 0000-0002-6055-2734

Early Pub Date December 31, 2023
Publication Date December 31, 2023
Submission Date August 12, 2023
Published in Issue Year 2023 Volume: 10 Issue: 23

Cite

APA Kayacı, M. (2023). THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION. Akademik Hassasiyetler, 10(23), 707-731. https://doi.org/10.58884/akademik-hassasiyetler.1341642
AMA Kayacı M. THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION. Akademik Hassasiyetler. December 2023;10(23):707-731. doi:10.58884/akademik-hassasiyetler.1341642
Chicago Kayacı, Müslüm. “THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION”. Akademik Hassasiyetler 10, no. 23 (December 2023): 707-31. https://doi.org/10.58884/akademik-hassasiyetler.1341642.
EndNote Kayacı M (December 1, 2023) THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION. Akademik Hassasiyetler 10 23 707–731.
IEEE M. Kayacı, “THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION”, Akademik Hassasiyetler, vol. 10, no. 23, pp. 707–731, 2023, doi: 10.58884/akademik-hassasiyetler.1341642.
ISNAD Kayacı, Müslüm. “THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION”. Akademik Hassasiyetler 10/23 (December 2023), 707-731. https://doi.org/10.58884/akademik-hassasiyetler.1341642.
JAMA Kayacı M. THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION. Akademik Hassasiyetler. 2023;10:707–731.
MLA Kayacı, Müslüm. “THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION”. Akademik Hassasiyetler, vol. 10, no. 23, 2023, pp. 707-31, doi:10.58884/akademik-hassasiyetler.1341642.
Vancouver Kayacı M. THE EFFECT OF SATISFACTION WITH SERVICES AND TRUST IN PUBLIC ORGANIZATIONS ON CITIZENS’ VOICE ORIENTATION: THE ROLE OF ETHICAL PUBLIC ADMINISTRATION. Akademik Hassasiyetler. 2023;10(23):707-31.
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MAKALE DEĞERLENDİRME SÜRECİ

Yazar tarafından gönderilen bir makale, gönderim tarihinden itibaren 10 gün içinde dergi sekreteri tarafından makalenin, telif sözleşmesinin ve benzerlik raporunun (Turnitin programı) eksiksiz ve düzgün bir şekilde gönderilip gönderilmediği yönünden incelenir. İstenilen bu dosyalar eksiksiz ve düzgün bir şekilde gönderilmiş ise makale; ikinci aşamada derginin yayın çizgisine uygun olup olmadığı yönünden değerlendirilir. Bu süreçte makale yayın çizgisine uygun değilse yazara iade edilir. Makale yayın çizgisine uygun ise şablona uygun bir şekilde gönderilip gönderilmediği yönünden değerlendirilir. Şayet makale şablona uyarlanıp gönderilmemiş ise değerlendirme sürecine alınmaz. Bu süreçte yazarın derginin belirlediği şartlara uygun bir şekilde sisteme makale yüklemesi beklenir. Makale şablona uygun bir şekilde hazırlanıp gönderilmiş ise son aşamada makale derginin yayın ilkeleri, yazım kuralları, öz, abstract, extented abstract, kaynakça gösterimi vb. yönlerden incelenir. Bu ayrıntılarda makalede bir sorun varsa yazarın bu hususları tamamlaması istenir ve verilen süre içerisinde eksiksiz bir şekilde yeniden makaleyi göndermesi istenir.
Tüm bu aşamaları geçen makale, editör tarafından bilimsel yeterliliğinin denetlenmesi amacıyla ikinci 7 günlük süre içerisinde çalışmaya uygun iki hakeme değerlendirmeleri için gönderilir. Hakemlerin değerlendirme süreleri 15 gündür. Bu süre zarfında hakemlik görevini tamamlamayan bir hakem olursa ilgili hakeme değerlendirmeyi tamamlaması için 7 günlük ek süre verilebilir. Bu süre zarfında hakem görevini yerine getirmezse yerine yeni bir hakem ataması yapılır. En az iki hakemden gelen raporlar olumlu ise makale yayın aşamasına alınır. Hakem raporlarından birisi olumlu diğeri olumsuz ise makale üçüncü bir hakeme gönderilir. Üçüncü hakem raporu da olumsuz ise makale ret edilir. Üçüncü hakemin değerlendirmesi olumlu ise makaleyle ilgili hakem raporları dergi alan editörlerinden oluşan Editörler Kurulu tarafından incelenir. Makalenin yayınlanmasıyla ilgili nihai karar alan editörlerinden oluşan Editörler Kurulu tarafından verilir. Hakem raporlarının yetersiz ve tatmin etmekten uzak olması veya İngilizce editör tarafından abstract ve extented abstract’ın yetersiz görülmesi hallerinde de yine makaleyle ilgili son karar Editörler Kurulu tarafından verilir. Tüm bu aşamalardan geçen bir makale en yakın sayıya yayınlanmak üzere eklenir. İlgili sayıda yer kalmaması halinde makalenin yayımı bir sonraki sayıya kaydırılır. Bu durumda ve tüm değerlendirme sürecinde yazar isterse makalesini geri çekme hakkına sahiptir. Ancak bu durumu dergiye bildirmesi gerekir. Makale gönderim tarihinden makalenin yayına kabul tarihine kadar tüm bu işlemler için ortalama 3 aylık bir süre öngörülmektedir.