An Empirical Study of Police Station Service Quality-The East District of Tainan City as an Example

• Main Authors: Cheng-HanLu, 呂承翰
• Other Authors: Yoa-Chuan Tsai
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/b2s9xj

碩士 === 國立成功大學 === 企業管理學系 === 107 === With PZB service quality model as theoretical basis, this study selects four relative important dimensions measuring service quality, which are reliability, assurance, empathy, and responsiveness. Of these four dimensions, the questions in each dimension are developed based on commonly encountered police services including patrolling and call-responding to explore the service quality of the police stations in East District of Tainan city. The research findings are as follows: 1.There are no significant difference between “citizens’ expectations” and “police supervisors’ perception of citizens’ expectations” toward police station services. 2.There are significant differences between “citizens’ expectations” and “citizens’ perceptions” toward police station services. 3.There are no significant difference between police station service quality in East district of Tainan City, but it is crucial for the enhancement of police station service quality with the improvement in these service quality items. (1)Police should be responsible for providing all the neccessary services. (2)Police should deal with citizens’ problems seriously. (3)Police should notify the process and legal rights when citizens report. (4)Police should inform citizens the follow-up solutions after reporting. (5)Citizens will feel safe when contacting with police. (6)Police should protect citizens’ right to life, property, and privacy. (7)The behaviors of police instill confidence in citizens. 4.There are significant differences between “citizens’ perceptions” towards police station services among these characteristics. (1)Compared to female, male is more satisfied with police station services. (2)Compared to citizens above 21 years of age, citizens below 20 years of age are more satisfied with police station services. (3)Compared to citizens with high school as their highest level of education, citizens above college degree are more satisfied with police station services. (4)Compared to citizens having experiences reporting criminal crimes in recent 5 years, citizens having no experience reporting criminal crimes are more satisfied with police station services. (5)Compared to citizens having difficulties when reporting criminal crimes, citizens having no difficulty when reporting criminal crimes are more satisfied with police station services. 5.It is crucial for the satisfaction enhancement of police station services with the improvement in these service quality items. (1)Police should be responsible for providing all the neccessary services. (2)Police should deal with citizens’ problems seriously. (3)Police should provide prompt services for citizens’ query and report. (4)Police should notify the process and legal rights when citizens report. (5)Police should inform citizens the follow-up solutions after reporting. (6)Citizens will feel safe when contacting with police. (7)Police should protect citizens’ right to life, property, and privacy. Another finding is that there is no significant difference between “citizens’ perception” no matter the marriage status, being single parent of not, having child or not, or having someone accompanied or not. 6.There are significant differences between “self-assessment items” of police supervisors among these characteristics. (1)Compared to female, male police supervisors are more satisfied with their job performance. (2)Compared to police supervisors in precinct, police supervisors in police stations and police department have more sense of fulfillment in their career goals.