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Title: Perceptions of service provided by South African police service community service centres
Authors: Mason, Roger Bruce 
Ngobese, Ndabazinhle 
Maharaj, Mandusha 
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.
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.
Appears in Collections:Research Publications (Management Sciences)

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