Study Of The Quality Of Police Services

In order to enhance the harmony and stableness of the society, it is necessary to further enhance the grass-units of public police. As the reform of public force system advances, the duty of police is no longer limited to the maintenance of social security or public order. It also emphasizes the strengthening of the public service function. Therefore, it becomes a fundamental target for the transformation of police function to create service-oriented police activities. The further integration of public police enhancing and human resource training requires efforts to improve the quality of police service.This paper is concerned about the phenomenon that the grass-unit police substations offer service that considerably varies in quality. I design and conduct the questionnaire survey of Measuring Service Quality of Police Substations to examine the impact of five dimensions on police service quality: tangibility, reliability, responsiveness, security and caring. This survey is based on the service quality difference model proposed by Parasuraman, Zeithaml and Berry, SERVQUAL table and the "Determinants of police service quality" by Burgess, the criminal police chief in Manchester Police Department. I also statistically analyze the survey data and provide suggestions for managerial decision makers on how to improve service quality of police substations.In this study I examine the mean, standard deviation, differences between means of independent samples and perform single factor analysis of variance. I found that:1. The individual differences of policemen and residents (such as age and service length of policeman, resident's past report to police) partially impact the perception of police service quality significantly.2. The perception of the police service quality dimensions by policemen and residents across different areas are partially significantly different.3. The perception of police quality measures is partially significantly different among substation head, sergeant, staff police and residents. 4. The five dimensions that impact service quality of police substations are significantly interrelated in a positive way.Based on the above findings, I raise suggestions on how to strengthen the service function of police substations, reduce service quality variability, and construct service-oriented quality management system.