Assessing the quality of police services using SERVQUAL

Mike Donnelly, Neil J. Kerr, Russell Rimmer, Edward M. Shiu

Research output: Contribution to journalArticle

33 Citations (Scopus)

Abstract

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty especially in public services where customers are vulnerable citizens whose contact with the service may be limited. The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services. While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers. A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena. The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.
LanguageEnglish
Pages92-105
Number of pages13
JournalPolicing: An International Journal of Police Strategies and Management
Volume29
Issue number1
DOIs
Publication statusPublished - 2006

Fingerprint

Police
police
customer
public service
Scotland
formalization
ability
police officer
Surveys and Questionnaires
contact
manager
citizen

Keywords

  • police
  • Scotland
  • service levels
  • SERVQUAL

Cite this

Donnelly, Mike ; Kerr, Neil J. ; Rimmer, Russell ; Shiu, Edward M. / Assessing the quality of police services using SERVQUAL. In: Policing: An International Journal of Police Strategies and Management. 2006 ; Vol. 29, No. 1. pp. 92-105.
@article{09bd6514ef2a4baa94ca436ef82d3a6f,
title = "Assessing the quality of police services using SERVQUAL",
abstract = "The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty especially in public services where customers are vulnerable citizens whose contact with the service may be limited. The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services. While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers. A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena. The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.",
keywords = "police, Scotland, service levels, SERVQUAL",
author = "Mike Donnelly and Kerr, {Neil J.} and Russell Rimmer and Shiu, {Edward M.}",
note = "Also published in http://strathprints.strath.ac.uk/9419/ & http://strathprints.strath.ac.uk/9418/ & http://strathprints.strath.ac.uk/9414/",
year = "2006",
doi = "10.1108/13639510610648502",
language = "English",
volume = "29",
pages = "92--105",
journal = "Policing: An International Journal of Police Strategies and Management",
issn = "1363-951X",
publisher = "Emerald Publishing Limited",
number = "1",

}

Assessing the quality of police services using SERVQUAL. / Donnelly, Mike; Kerr, Neil J.; Rimmer, Russell; Shiu, Edward M.

In: Policing: An International Journal of Police Strategies and Management, Vol. 29, No. 1, 2006, p. 92-105.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Assessing the quality of police services using SERVQUAL

AU - Donnelly, Mike

AU - Kerr, Neil J.

AU - Rimmer, Russell

AU - Shiu, Edward M.

N1 - Also published in http://strathprints.strath.ac.uk/9419/ & http://strathprints.strath.ac.uk/9418/ & http://strathprints.strath.ac.uk/9414/

PY - 2006

Y1 - 2006

N2 - The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty especially in public services where customers are vulnerable citizens whose contact with the service may be limited. The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services. While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers. A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena. The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.

AB - The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty especially in public services where customers are vulnerable citizens whose contact with the service may be limited. The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services. While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers. A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena. The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.

KW - police

KW - Scotland

KW - service levels

KW - SERVQUAL

UR - http://dx.doi.org/10.1108/13639510610648502

U2 - 10.1108/13639510610648502

DO - 10.1108/13639510610648502

M3 - Article

VL - 29

SP - 92

EP - 105

JO - Policing: An International Journal of Police Strategies and Management

T2 - Policing: An International Journal of Police Strategies and Management

JF - Policing: An International Journal of Police Strategies and Management

SN - 1363-951X

IS - 1

ER -