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|Title:||Perceptions of service provided by South African police service community service centres||Authors:||Mason, Roger Bruce
|Keywords:||Service Quality;SAPS;Community Policing;Service Experience;Perception;Demographics||Issue Date:||25-Jul-2019||Publisher:||Informa UK Limited||Source:||Mason, R.M. et al. 2019. Perceptions of service provided by South African police service community service centres. Police Practice and Research : An International Journal. https://doi.org/10.1080/15614263.2019.1644176||Journal:||Police Practice and Research : An International Journal||Abstract:||This study investigated citizens’ perceptions of the service experienced when visiting Community Service Centres (CSC) of the South African Police Service (previously known as ‘police stations’ or ‘charge oﬃces’). The study focuses on factors leading up to the visit and to the service experience as perceived by the visitors, and whether these perceptions diﬀered according to various demographic factors. A survey of 400 respondents at three CSCs measured how and why the CSC was visited, overall satisfaction and respondents’ perceptions of the visit experience (measured via the service quality dimensions). The results indicate that overall satisfaction does not diﬀer signiﬁcantly according to demo-graphics, but that there are some diﬀerences in the lead-up factors and the experience according to education and income. Actions needed to improve the visit experience for citizens include customer service train-ing, regular assessment and monitoring of clients’ experiences, as well as CSC employees’ behaviour.||URI:||http://hdl.handle.net/10321/3367||DOI:||https://doi.org/10.1080/15614263.2019.1644176|
|Appears in Collections:||Research Publications (Management Sciences)|
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