Quality & Quantity

, Volume 47, Issue 3, pp 1629–1637 | Cite as

M regression approach for satisfaction of municipality services: the case of Eskisehir

  • Hatice Samkar
  • Ozlem Alpu


Studies on increasing the effectiveness of municipality services will be carried out only by measuring and increasing the public’s satisfaction with the services. Such studies are considered as feedback for increasing the quality of municipality services and maintaining the productivity of these services. In recent years, thanks to the services provided in line with the understanding of social municipality services, Eskisehir, which has become one of the most popular cities in Turkey, set an example for the municipalities of other cities. The purpose of the present study was to determine the factors influencing the degree of public satisfaction with the services provided by the Metropolitan Municipality of Eskisehir and to establish a mathematical model determining the public’s level of overall satisfaction with the services. In the study, first, the attitudes of the public in Eskisehir towards the services of the Metropolitan Municipality of Eskisehir were examined via factor analysis. As a result of the analysis, the factor scores regarding the factors obtained from the public’s satisfaction with the municipality services were considered as independent variables, and a mathematical model determining the public’s level of overall satisfaction with the services was created. Because, while creating this model, outliers were found in y direction within the data set, M regression analysis, resistant to such outliers, was applied. With the help of the mathematical model established as a result of the study, it was possible to determine all the factors influencing the public’s overall satisfaction with the municipality services and to find out how influential these factors were on the degree of their satisfaction with such municipality services as the transportation and traffic regulations, cultural and art activities, environmental cleaning and planning and arrangement of parks/gardens and sports areas.


M regression Outliers Factor analysis Satisfaction of municipality services Turkey 



Least squares


Residual standard error




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Copyright information

© Springer Science+Business Media B.V. 2011

Authors and Affiliations

  1. 1.Department of Statistics, Faculty of Arts and SciencesEskisehir Osmangazi UniversityEskisehirTurkey

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