A Framework for Performance Evaluation of Police Stations Based on the Police Station Transformation Plan

Police stations, as front line of Iranian Police, have a very key role in reducing conflicts and increasing safety and public trust; Therefore, in order to improve the quality of service of police stations in this study seeks to provide a framework for evaluating the performance of police stations in line with the transformation plan of police stations and checkpoints based on the opinions of customers.

This research is applied in terms of purpose and descriptive-analytical in terms of the type of research in which a survey method has been used to collect data. The statistical population of the study is all participants who have filed a case as plaintiffs from September 2019 to September 2020 in three police stations in Isfahan. Using the Cochran's formula, 120 people were randomly selected as the statistical sample. Data reliability was confirmed by Cronbach's alpha test (0.879). Data were analyzed using factor analysis and linear and multivariate regression analysis using SPSS software.

Factor analysis of the questionnaire led to the identification of 4 factors of "efficiency and good behavior"; "Manpower discipline"; "Adherence to the law" and "quality of equipment and environment", which explain 28.87, 15.89, 14.25 and 11.25 percent of the variance of police stations, respectively. In total, the designed questionnaire can explain more than 70% of the citizens' satisfaction with the performance of police stations, which makes it a desirable evaluation framework.

Considering that one of the most important goals of the transformation plan of police stations is to increase citizens' satisfaction with the quality of services, in order to achieve this, it is necessary for police stations to be evaluated based on the framework identified in this study.