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.