Quality Of Police Service Research Articles

Foreign experience of evaluating the effectiveness of police activity and the possibility of its implementation in Ukraine

The article is devoted to the study of foreign experience in assessing the effectiveness of police activities and the analysis of the possibility of its application in Ukraine. In particular, the author examines the foreign experience of evaluating the effectiveness of police activities in such countries as Austria, Great Britain, Estonia, Canada, Latvia, Lithuania, the USA, France, and the possibility of its implementation in Ukraine. Particular attention is paid to evaluation methods that combine quantitative and qualitative indicators of police performance. The authors point out the importance of internal and external control, with a significant role for public control, which is ensured through surveys, reporting and other forms of interaction with the public. The experience of foreign countries also includes the use of statistical reports on crime, such as in the United States and Austria, which allow not only to assess the work of the police but also to increase the level of trust in law enforcement agencies. It is concluded that the introduction of a point-based performance evaluation system should be applied to the personal assessment of each police officer. Based on the study, we conclude that in all foreign countries analyzed by us, today much attention is paid to the assessment of the effectiveness of police activities, which is due to the social purpose of its activities, but, given the existing legal system, organizational and legal framework for the activities of police units, and the adopted system of their management, the criteria for such assessment differ. In addition, we have found that certain forms of police performance evaluation, such as public opinion polls and annual reports on police performance, are common to both national and most foreign police systems. As a result of summarizing foreign experience in assessing the effectiveness of police activities, the author suggests using the following positive issues, namely: introduction of the above-mentioned US experience in Ukraine, since such ‘Crime Maps’ are available; use of the positive experience of the HM Inspectorate for Constabulary (UK) in the activities of the newly established Department of the Main Inspectorate and Human Rights of the National Police of Ukraine, in particular, in assessing the quality of police services.

Police service in urban destination points: does it promote urban destination advocacy among tourists?

PurposeThis study aims to test an integrated model that examines the relationship between the service qualities of police at any urban tourist destination and the tourist urban destination advocacy at tourist cities in the Shimla region of India, where tourists’ trust in police acts as a mediating variable. This study mainly focused on the type of service shown by police officials to develop trust among the tourists, resulting in their urban destination advocacy.Design/methodology/approachThe questionnaire was adopted from previously developed and validated scales. The questionnaire was administered to different tourists who came to India. This study used the bootstrapping technique and structural equation modelling (SEM) to address the research questions and test the hypotheses.FindingsThis study results indicate that trust in the police mediates the relationship between police service quality and tourist satisfaction at any urban tourist destination. The study’s findings add to the literature on tourists’ trust in policing tourist sites, police service quality and leader behaviour.Research limitations/implicationsThe above-tested model has a very limited number of constructs. There are a variety of additional antecedents (e.g. police organization culture and urban destination attributes) and consequences (word-of-mouth referrals and customer identification) that could be considered for future research to develop a more comprehensive model. The cross-sectional study raises concerns about the causal relationships between constructs in the tested model. More substantial evidence of causality via longitudinal and experimental studies is needed.Originality/valueThe study’s findings added a chapter to the literature by identifying how police service quality impacts tourist trust building and urban destination advocacy.

The Influence of Leadership Style and Teamwork on Work Stress at Bekasi City Police

Job stress is a critical aspect that needs to be considered, considering the level of pressure and challenges in the dynamic police environment. High levels of stress can result in decreased welfare, mental health and productivity of members, which in turn can affect the quality of police services. Leadership style and teamwork are considered factors that can influence work stress levels. Good leadership can provide clear direction, support and empower members, while strong teamwork creates a positive and collaborative work environment. Therefore, a deep understanding of how leadership styles and teamwork contribute to job stress levels is essential for designing effective management strategies. The purpose of this research is to find out how leadership style and teamwork influence the work stress of members at the Bekasi City Police. The sampling technique used in this research was saturated sampling. The sample used in this research were members of the HR department of the Bekasi City Police with a sample size of 35 members as respondents. The variables used in this research are Leadership Style (X1), Teamwork (X2) and Work Stress (Y). This research is a type of quantitative research whose data processing uses SPSS version 17. Using multiple linear regression analysis methods, normality tests, descriptive tests, hypothesis tests and f tests (simultaneous). The results of this research show that the Leadership Style variable (X1) has a significant effect on the Work Stress variable (Y), the Teamwork variable (X2) has a positive effect on Work Stress (Y). So, it can be concluded that there is a positive influence between Leadership Style (X1) and Teamwork (X2) together on Job Stress (Y).

Helping the helpers: the role of organizational support and peer influence on police officer receptivity to employee assistance programs

PurposeThis study aims to investigate critical differences between police officer willingness to use and recommend an employee assistance program (EAP) to a peer, including the relationship between officer perceptions of macro-level organizational support and micro-level EAP support.Design/methodology/approachA survey of 213 police officers from a large, urban police department in the Northeast United States of America is used to evaluate the relationship between officer perceptions of the EAP and the officers' willingness to use and recommend the EAP to peers. Generalized linear regression models are used to evaluate the moderating effect of perceived organizational support (POS) on perceived EAP support.FindingsThe findings of this study suggest that POS strongly predicts willingness to use the EAP, but POS has no significant relationship with willingness to recommend the EAP. There is evidence that POS moderates the relationship of EAP support on willingness to recommend the EAP to a peer. When POS decreases, the relationship of EAP support with willingness to recommend the EAP to peers becomes stronger.Research limitations/implicationsThe current study is limited by the study's focus on only one police department and the department's use of cross-sectional data, which may limit the generalizability of the results to agencies that differ in size and type.Practical implicationsThis research has practical implications for those who seek to improve officer receptivity to mental health support and improve the quality of police services provided to the public. The findings demonstrate that improving officer willingness to recommend the EAP to peers may be a more sustainable pathway to addressing officer mental health than willingness to use the EAP considering the current movement toward police reform.Originality/valueThe research unveils significant differences in police officer decision-making between using the EAP and recommending it to a peer. The research also adds empirical evidence to existing research on the role of POS in policing and the altruistic, peer-focused nature of the police subculture.

1 Victims navigating justice in island communities: An exploration of victims’ experiences of the criminal justice system and quality of justice services provided in Trinidad and Tobago

The criminal justice system in Trinidad and Tobago, like other Anglophone Caribbean islands, is a remnant of its colonial past. While there have been some reforms to improve the quality and type of police and justice services provided, the issues justice users encounter in their access and engagement remain underexplored. Using interview data from direct and indirect victims, this paper explores the complexities of victims’ experiences and their implications on the quality and type of police and justice services provided. Victims’ narratives expressed varied experiences in interpersonal treatment, information services, input and engagement, and effectiveness and efficiency of the process. Many were required to navigate interpersonal, structural, and systemic barriers which led to institutionalized secondary victimization, as well as feelings of silencing and inequality. The findings suggest that victims’ experiences were influenced by the legacies of colonialism which continue to persist in island communities. Such as, imbalances in power, behaviours within institutions that promote solidarity networks, negotiation, informal systems, and processes. The narratives of victims intimate that there is a need for change and the adoption of an approach that not only improves the quality of justice services provided but empowers victims through the process.

Downsizing and recovery: Perceived quality of police services in Finland before, during, and after three major police management reform programs

Abstract This study analyses the effects of three major police management reform programs on the perceived quality of police services in Finland. Downsizing in the early 2010s, and recovery of the number of personnel of the police towards the end of the 2010s, were notable over the police management reform years. The study is based on the analysis of three quality indicators from cross-sectional Police Citizen Surveys (1999–2020). We find that the reform period had a significant impact on the perceived quality of police services: negative in the early 2010s, and positive in the late 2010s. Respondents’ emergency response time estimates as well as perceived effectiveness of crime reporting deteriorated during the police management reform period. Since then, they have recovered. Policy-wise we conclude that in labor-intensive services such as policing management reform programs associated with downsizing constitute a real hazard, reducing, almost inevitably, the volume and the accessibility of services.

The narratives of Police service quality during COVID 19 pandemic: an empirical investigation

The narratives of Police service quality during COVID 19 pandemic: an empirical investigation

Evaluation of the efficiency of providing social and service services by the police of the countries of Western Europe and Ukraine

The authors have identified means and methods of assessing the effectiveness of the provision of social and service services by the police and the state of their legislative consolidation. The efficiency and expediency of their application are clarified in view of the positive international experience in the imple-mentation of control functions of civil society over the activities of the police. Taking into account the international experience of assessing the quality of police services, effective criteria for a comprehensive assessment of service activities of the National Police have been proposed, which are divided into four blocks.

The Effectiveness and Efficiency of the Police Service Model at the Border of Indonesia and Timor Leste

The purpose of this study is to show the concept of effective and efficient services for the police service function at the border between the Republic of Indonesia and the Democratic Timor Leste. This study uses a mixed research method (mix method). The data obtained quantitatively are then described qualitatively. The number of samples was determined using the Slovin equation, as many as 100 respondents, while the composition of the sample was obtained through the strata field sampling technique. Quantitative data obtained through a questionnaire, analyzed using the community satisfaction index approach and then tested statistically with t test paired sample t test, while the effectiveness and efficiency of services were analyzed descriptively. The results of hypothesis testing with the t test show that the working hypothesis is accepted, that is, there are significant differences when using the combined service model (online) and the standard service model (conventional). The significant difference is also shown by the increase in the community satisfaction index when using the online service model by 66.32% compared to using the conventional service model of 60.52%. The results of the discussion conclude that the online service model is feasible because it can increase the quality of police services effectively and efficiently. Keywords: Border, Challenge effectiveness, Efficiency, Police, Service DOI: 10.7176/PPAR/10-9-11 Publication date: September 30 th 2020

PEMANFAATAN TEKNOLOGI INFORMASI DALAM PENGGUNAAN WEBSITE SEBAGAI MEDIA INFORMASI PADA POLSEK PORSEA KABUPATEN TOBA SAMOSIR

Use of the website at any institution or institution that uses the right technology as a medium to provide the latest information. Community Service Activities use information technology in the use of websites as information media to provide up-to-date and directly obtained information from police institutions for the community. With the existence of a website on the Porsea police station, it can improve the quality of Porsea police services against the Porsea community in receiving information, news about the Porsea area, and finding progress in increasing the entire Porsea police station that can be directly accessed by the Porsea community. The training method used is the indoor training method using the lecture method, discussion and question and answer and direct practice related to the use of the website. By applying the application in practice, it will increase knowledge about Porsea police in using applications to process and post news, information, and forms of service to Porsea police.

Police management reform, labor productivity, and citizens’ evaluation of police services

PurposeThis study tracks changes in labor productivity of the Finnish police force over a period of thorough management reforms (2009-2014). Theoretically, the study is based on the cost disease hypothesis. It was assumed that police management reforms have had no noticeable effect on labor productivity and that, therefore, the fact that both physical police facilities and frontline employees have been reduced during the reform years has been reflected on the output side: on the number of outputs, accessibility, and quality of police services. The paper aims to discuss this issue.Design/methodology/approachThe study was conducted as a series of longitudinal function-specific output-input analyses (2000-2015). The project employed data from the Police Performance Management database, Police Citizen Surveys (PCSs, 1999-2016), and Police Personnel Surveys (1999-2015). Methodologically, it relied on two different compounded annual growth rate concepts, linear regressions and likelihood ratio analyses.FindingsThe rate of growth of labor productivity was unaffected by the management reform period. In fact, productivity may have declined during the reform process. Citizens’ evaluations of police services have slightly deteriorated over the management reform period.Research limitations/implicationsPCS data are based on quota sampling. The procedure contains random sampling elements but is not fully random. The earliest PCS data lack satisfactory population weights, which is why unweighted data had to be used in this study.Originality/valueLongitudinal studies on police productivity and, relatedly, on the cost disease phenomenon are rare. Yet, the themata are potentially very significant for both citizens and policy makers.

The effects of police contracting on crime: An examination of Compton, California

The utility of police consolidation, and in particular police contracting of services, has received widespread attention in academic and practitioner circles. However, the bulk of empirical research centers on potential fiduciary benefits; only limited scholarship has explored the possibility that changes in police services may correspond with differences in crimes solved and offenses observed. To address this gap, we examine consolidation in police services in a historically high crime, disadvantaged urban setting (Compton, California), which began contracting with the Los Angeles County Sheriff’s Department (LACSD) after the closure of Compton Police Department in 2000. Independent samples difference in means tests are used to examine variations in crime clearance rates prior to and following the transition in Compton. Group-based trajectory analysis combined with difference-in-difference regression estimation is used to assess changes in criminal offenses while minimizing selection differences in comparison settings. With the exception of homicide, clearance rates for six Part I crimes experienced statistically significant improvements in Compton’s post-contractual period. Additionally, while the vast majority of Part I offenses remained stable during the transition to LACSD policing, burglary crime rates experienced a statistically significant and sustained decline, net of controls. A primary concern with police contracting centers on a lack of local police control, disconnect between local needs and actual services provided, and the potential for backlash related to a reduction in the quality of police services. Our findings from Compton suggest that contracting with a well-resourced agency experienced in police consolidation has the ability to maintain and, in some circumstances, improve the quality of law enforcement services.

Evaluating the police service quality for handling traffic crash reporting

PurposeThe phenomenon of traffic crash under-reporting has been extensively documented in terms of its extent, but not equally analysed in terms of its reasons. As police distrust has been recently identified as a major reason for crash under-reporting, the purpose of this paper is to look at the police service quality for handling the reporting of traffic crashes.Design/methodology/approachThis study introduces a novel approach to evaluate service quality that combines multi-criteria decision analysis (MCDA) with latent class analysis (LCA). Moreover, this study presents the design of a web-based survey on the basis of the SERVQUAL approach to detecting strengths, opportunities and threats with crash reporting to the police at a strategic level. Transportation stakeholders (e.g. researchers, authorities, consultants, NGO representatives, suppliers) with an interest in traffic safety in Denmark participated in the survey that yielded 86 complete responses.FindingsThe novel approach was successfully applied and its implementation demonstrated the usefulness of the tool even in countries with a high police service. Results showed that the participating stakeholders perceived human factors as more important than physical factors in order to increase the crash reporting, with responsiveness as the most important and tangibles as the least important dimensions. Nevertheless, most stakeholders viewed a mixture of human and physical factors as crucial to increase crash reporting rates.Originality/valueThis study advances the knowledge about police service quality with a novel expert-based decision support tool based on SERVQUAL, MCDA and LCA, demonstrates its applicability in countries with a high-police service, and opportunities and barriers for increasing the crash reporting rate.

“Just do what you can […] make it work!” Exploring the impact of rapid population growth on police organizations in western North Dakota

Purpose – The purpose of this paper is to examine how rapid population growth resulting from the oil boom affects police organizations in western North Dakota. Design/methodology/approach – Using face-to-face interviews with 101 police personnel working in eight law enforcement agencies, this study explores how rapid population growth affects police organizations (in general), police resources, and the work environment of police organizations located in four counties in western North Dakota. Resource dependency theory and contingency theory provide a theoretical framework for understanding how changes in the communities (external environment) have led to changes within police organizations in this region. Findings – Rapid population growth resulting from the oil boom in western North Dakota has required police agencies to make changes in the way that they are structured and function. In addition, the rapid increase in population has also strained police organizations’ resources. Research limitations/implications – The findings from this study may only be applicable to police organizations in western North Dakota. Interviews are based on police officers’ perceptions. Practical implications – Findings from this study suggest that police organizations in western North Dakota are currently experiencing a bad “fit” with their external environment. In order to get back to a good “fit” additional resources are needed from the state government. Social implications – The number of calls for police service have increased dramatically since the oil boom began in 2008 in the Bakken region of western North Dakota. The addition of police officers and needed resources has not kept pace with the rapid population growth. The quality of police service to the public will decline if additional resources are not made available to police organizations. Originality/value – This paper features the first and only study of the impact of rapid population growth on police organizations in western North Dakota. This study is both timely and important as the population growth in western North Dakota is predicted to continue for several decades into the future.

Measuring police officer and citizen satisfaction: comparative analysis

Purpose– The ability of the police to decrease victimization rates, protect human rights and social capital, to generate feelings of safety and to respond to citizens’ calls helps generate positive citizen feelings about the legitimacy of police as a law enforcement institution. Police approaches to reduce crime and violence are based mainly on objective measures, neglecting to assess its performance based on subjective perceptions. The conception that the citizens’ fear of being victims is not always reflective of the actual prevalence of crime highlights the importance of social surveys to assess the public’s perception of police performance. It is also important to assess employee satisfaction, since research indicates that the performance of first-line employees is influenced by their satisfaction. The purpose of this paper is to provide the first comparative study of both citizen and police officer satisfaction and evaluates their relationship.Design/methodology/approach– This paper is based on a dyadic survey that measures citizens’ evaluation of police service quality as well as policemen’s job satisfaction. The data were analysed using the multicriteria methodology of multicriteria satisfaction analysis.Findings– The results showed that policemen seem to be unsatisfied with their jobs, while citizens are quite satisfied with police performance. Specifically, policemen’s ability to be available for patrol is currently hampered by bureaucracy and other typical obligations. The tangibles criterion, which refers to buildings, offices and surveillance equipment, were characterized as inadequate by both policemen and citizens. It was also observed that police officers are not very satisfied with their amount of work may be the reason why citizens report median satisfaction levels in terms of police responsiveness.Originality/value– This survey adds to management literature on job satisfaction and service quality, providing some additional findings regarding the police population. In addition, it combines related constructs supporting the claim that citizens can be satisfied with police services provided that police officers are satisfied with their jobs.

Police culture, tourists and destinations: A study of Uttarakhand, India

The present study examines the quality of service provided by police officials at tourist sites in the Uttarakhand region, India and its impact on the level of tourists' confidence in the police. The study also investigates the role that police culture plays in determining quality of service and the effect of leader behavior in moderating the relationship between them. A survey method was used for data collection from the police officials and the onsite tourists. Data analysis was carried out using CFA and an SPSS macro named PROCESS. Results showed that police organizational culture has a direct influence on tourists' confidence in the police and police service quality partially mediates the relationship between the two; also leader behavior positively moderates between police culture and service quality. This study adds to the literature on tourists' confidence in the policing of tourist sites, police culture, leader behavior, and police service quality.

Tracking Quality of Police Actions in a Victim Contact Program

In policing, quality of implementation—not just whether a policy is implemented, but how it is implemented—often means the difference between achieving the desired outcomes or not. Police leaders can respond to tracking evidence that shows poor quality of implementation by either improving officer compliance with policy, improving the policy itself, or both. We report a case study of the tracking of implementation quality in a randomized controlled trial of a police policy for contacting victims, in which the first author was a participant-observer. We show that when the results of tracking were fed back to officers to improve compliance, and to managers, who then redesigned policy and training in repeated iterations, the quality of implementation and victim satisfaction improved substantially. This evidence-based, training-tracking-feedback strategy of implementation can be applied more generally to improve the quality of police services and outcomes.

Measuring procedural justice and legitimacy at the local level: the police–community interaction survey

To introduce and evaluate the Police–Citizen Interaction (PCI) Survey, the electronic survey component of the National Police Research Platform, designed to measure the quality of police–citizen encounters at the local level. Three studies tested the feasibility, validity, and sample representativeness of the PCI Survey. A randomized control trial (RCT) compared the PCI Survey results with the most widely used survey method, the telephone survey. The primary measures were the community member’s satisfaction with the contact, judgments of procedural justice during the interaction, police effectiveness, and police legitimacy. The RCT revealed no significant differences between the PCI Survey and the standard telephone survey, thus increasing confidence in the validity of the PCI methodology. The PCI Survey was able to replicate “known group” findings from prior research; capture agency-level differences in public satisfaction; uncover complex interactions of race, type of incident and procedural justice; and show the relative importance of both process and outcome during police-initiated contacts. The PCI Survey approach, utilizing web and voice interactive methods, shows considerable promise as a tool for measuring organizational performance in new ways, focusing on procedural fairness and the quality of police services rather than the reliance on crime statistics. The survey appears to have utility for local jurisdictions, while at the same time providing standard metrics for cross-jurisdictional theory testing and benchmarking. The survey was tested initially with three agencies of different sizes. It will be refined for implementation on a larger scale.

The police service quality in rural Taiwan

Purpose– The purpose of this paper is to investigate the perceptions and satisfaction between police officers and citizens on Kinmen Island (of Taiwan), using an analytical framework that combines five primary dimensions and 25 corresponding determinants.Design/methodology/approach– It considers recent developments in the application of performance measures and management to public and, particularly, police services. It goes on to assess comparative rural police performance which suggests that the application of targets could ultimately serve to provide the overall satisfaction with police services.Findings– The findings of the study suggest that perceptions and satisfaction of both citizens and police staff may result in the success of the policing management, and that police managers have to satisfy their citizens with a high level of service quality based on different localities.Practical implications– From managerial perspectives, police managers should consider both the service quality and customer satisfaction constructs as determinants of behavioural intentions, based on the fact that satisfaction can be a strategic key to maintain long term relationship with citizens as it is found of significant impact on the intentional behaviour.Originality/value– This research adds empirical support to this vein of literature and has identified the five main dimensions and the 25 sub-dimensions as important constructs for police service quality.

A Motorist’s Perception on How Fast Should the Police Respond to and Serve for a Traffic Accident

Using the police command center hotline 110 as a channel, this study performed a call back interview to ask the accident reporting motorists about their perceptions on the quality of police service. A concept of fuzzy logic was introduced to measure the qualitative questions characterized with fuzziness. A total of 254 accident reporting motorists in Taipei City were interviewed. The results revealed that no less than 80% of the respondents would be satisfied and no more than 20% of them would be dissatisfied if the police response time could stay within 5 to 10 minutes and service time within 20 to 35 minutes. Both satisfaction and dissatisfaction to the police service time for A2-type accident (injury) were significantly longer than that for A3-type accident (property damage). According to the findings, the current practices of police deployment and accident investigation in Taipei City should be reexamined.