Assessing the Quality of Law Enforcement Services in Tehran Police Stations

In order to achieve their goals, today, organizations and institutions, including manufacturing, service providers, profit or non-profit, public and private are influenced by many factors. One of these factors is customers' satisfaction. One way to improve customer satisfaction is the evaluation of qualitative indicators provided by the organization. In this study, investigating the qualitative indices derived from SERVQUAL model, and using DEMATEL techniques, an attempt is made to measure the effectiveness and influence markers on each other. The aim of this study was to evaluate the impact of the indicators on each other in Tehran police stations and present some solutions to improve the quality of services, improve the quality of police stations and recognize the problematic criteria and solve them relying on determined qualitative indicators.

In terms of its objectives, this study is of an applied research type, and in terms of quantitative research methodology it is a descriptive-survey research type. In this research, using indicators of SERVQUAL service quality models and DEMATEL techniques and using "MATLAB and Excel" software, the required calculations have been done to achieve research results.

Findings and results:

The results of this study show that four indicators of reliability, timeliness, legitimacy and appearance and physical characteristics are recognized as problematic indicators, respectively; strong measures should be used to solve them. Also, three indicators of accountability, assurance and empathy are variables that organizations have successfully acted on and in order to solve the problematic variables relying on these characteristics customer satisfaction could be achieved.