NCJ Number
214206
Journal
Policing: An International Journal of Police Strategies & Management Volume: 29 Issue: 1 Dated: 2006 Pages: 92-105
Date Published
2006
Length
14 pages
Annotation
This study explored the application of the SERVQUAL approach in assessing the quality of service of the Strathclyde Police in Scotland, one of the largest police forces in the United Kingdom.
Abstract
The Strathclyde Police in Scotland appear to have a good understanding of the service quality expectations of their customers as represented by the responses of elected Councilors in the area covered by the force. However, there was room for improvement in service quality performance both from the viewpoint of the customer and through police force attention to the definition of, and compliance with, service quality standards. The SERVQUAL model utilized was identified as having limited discriminant validity in this service context, even though the dimensions themselves appeared to be internally reliable. This exploratory study, using the SERVQUAL approach which measures service quality, assessed the quality of the Strathclyde Police services. Specifically, the study investigated the applicability of the SERVQUAL approach to the assessment of police service quality and identified service quality gaps in the Strathclyde Police Force and how these might be addressed. The study was the first phase in a program of research which tested the SERVQUAL approach with elected representatives. Figures, tables, references