The police service quality in rural Taiwan

Abstract

Purpose – The purpose of this paper is to investigate the perceptions and satisfaction between police officers and citizens on Kinmen Island (of Taiwan), using an analytical framework that combines five primary dimensions and 25 corresponding determinants. Design/methodology/approach – It considers recent developments in the application of performance measures and management to public and, particularly, police services. It goes on to assess comparative rural police performance which suggests that the application of targets could ultimately serve to provide the overall satisfaction with police services. Findings – The findings of the study suggest that perceptions and satisfaction of both citizens and police staff may result in the success of the policing management, and that police managers have to satisfy their citizens with a high level of service quality based on different localities. Practical implications – From managerial perspectives, police managers should consider both the service quality and customer satisfaction constructs as determinants of behavioural intentions, based on the fact that satisfaction can be a strategic key to maintain long term relationship with citizens as it is found of significant impact on the intentional behaviour. Originality/value – This research adds empirical support to this vein of literature and has identified the five main dimensions and the 25 sub-dimensions as important constructs for police service quality.

Smart policing service quality: conceptualisation, development and validation

“…Phase 5: nomological validity Structural equation modelling was performed using AMOS to evaluate the nomological validity of the relationship between smart policing service quality and its theoretical constructs (Li and Shang, 2020). Several studies have identified the relationships among police service quality, satisfaction and attitudes (Bouranta et al, 2015;Chen et al, 2014). It was previously suggested that consistent service and qualities of smart policing can lead to a better quality of life, satisfaction, trust and continued intention to use the services (Chatterjee et al, 2018;El-Haddadeh et al, 2019;Kankanhalli et al, 2019;Nowak, 2019).…”

“…To satisfy smart society, effective strategies are needed to highlight and promote the benefits and perceived values of police service quality (Ekaabi et al , 2020; Sarrico et al , 2013). While earlier studies on police service quality have focussed primarily on police service quality and user satisfaction (Bouranta et al , 2015; Chen et al , 2014; Sarrico et al , 2013), it is important to examine police service quality from the smart government perspective, an approach rarely observed in the policing literature.…”

A Model Proposal for a Multi-Objective and Multi-Criteria Vehicle Assignment Problem: An Application for a Security Organization

“…Chen et al studied the police service quality in rural Taiwan, with comparative analysis of perceptions and satisfaction between police staff and citizens. They used five dimensions, such as tangibility, reliability, responsiveness, assurance and empathy, and the authors tried some practical data analysis techniques, such as descriptive statistics analysis, analysis of means, t-test, factor analysis, Pearson correlation analysis, etc., for the assessment of attributes within respondents' perceptions and satisfaction [42]. Gherghina's paper has presented several strategies to increase the performance and quality of local police public service.…”