Acil Durum Çağrı Merkezi Uygulamalarında Kullanıcı Memnuniyeti ve Performans Analizi: 112 Örneği
This study evaluates the functionality and user satisfaction of the 112 Emergency Call Center Application by designing five
test scenarios and applying them to a sample of 3,056 participants. Test results and satisfaction surveys were analyzed using
statistical methods, providing comprehensive data on the application's performance. Additionally, the study addresses the
limitations of the test scenarios and offers recommendations for making them more realistic, comprehensive, and reliable.
The findings reveal the impact of demographic factors such as study year, gender, and age on user satisfaction. The obtained
data provide significant insights for improving the 112 Emergency Call Application, contributing to the more effective and
efficient operation of emergency response systems.
