Assessing Police Success in Achieving the Quality Standards of Services Based on SERVQUAL Model

The emerged changes in recent decades, including new demands for quality of service, demand rapid response from organizations. In this regard, continuous quality improvement is one of the strategic plans of manufacturing and service organizations through which they can reach their goals. Police, as a fundamental unit of society in providing security, were not spared from these changes and the important mission of the organization, that is improving service quality, which is an intermediate objective for most organizations has become the main target. This study aims to evaluate police success in achieving the quality standards of services in the city of Qom.

In terms of its objectives, the present study is of an applied research type and in terms of methodology it is of a field study and a survey research type. The statistical population of the study included the citizens referring to Police Service Centers in Qom. With respect to infiniteness of the community, the sample size was determined as 384 members using Krejcie and Morgan table, and sampling was conducted in cluster sampling method in selected police service centers in Qom city. To collect the data, a valid and reliable questionnaire (α=.89) was employed. The data were analyzed using SPSS and EQS software and Kolmogorov-Smirnov and one-sample t-test. 

Findings and results:

The findings indicated that police were partly successful in satisfying the clients in Qom in five dimensions, respectively: confidence in the integrity of services, responsiveness, assurance, appearance standards, and empathy with clients. So relying on public confidence in the integrity and accountability of police services in the city of Qom can be viewed as strengths and important points for the organization and facilitate efforts to improve service quality in other aspects.