Assessing the quality of police services using SERVQUAL

Policing

Volumn 29, Issue 1, 2006, Pages 92-105

  Donnelly, Mike ^a   Kerr, Neil J ^b   Rimmer, Russell ^b   Shiu, Edward M ^c  

^a QUEEN MARGARET UNIVERSITY   (United Kingdom)

^b UNIVERSITY OF THE WEST OF SCOTLAND   (United Kingdom)

^c GLASGOW CALEDONIAN UNIVERSITY   (United Kingdom)

Author keywords

Police; Scotland; Service levels; SERVQUAL

Indexed keywords

EID: 33645229464     PISSN: 1363951X     EISSN: None     Source Type: Journal    
DOI: 10.1108/13639510610648502     Document Type: Article

References (20)

1. Babakus, E. and Boller, G.W. (1992), "An empirical assessment of the SERVQUAL scale", Journal of Business Research, Vol. 24 No. 3, pp. 253-68.
2. Babakus, E. and Mangold, W.G. (1992), "Adapting the SERVQUAL scale to hospital services: an empirical investigation", Health Services Research, Vol. 26 No. 2, pp. 767-86.
3. Brysland, A. and Curry, A.C. (2001), "Service improvements in public services using SERVQUAL", Managing Service Quality, Vol. 11 No. 6, pp. 389-401.
4. Buttle, F. (1996), "SERVQUAL: review, critique, research agenda", European Journal of Marketing, Vol. 30 No. 1, pp. 8-33.
5. Carman, J.M. (1990), "Consumer perceptions of service quality: an assessment of the SERVQUAL dimensions", Journal of Retailing, Vol. 66, pp. 33-55.
6. Cronin, J.J. and Taylor, S.A. (1992), "Measuring service quality: a re-examination and extension", Journal of Marketing, Vol. 56, pp. 55-68.
7. Dietz, A.S. and Watson, E.M. (1994), Evaluating Community Policing: Citizen Rating of Quality of Police Service, City of Austin, Police Department, Austin, TX.
8. Donnelly, M. and Dalrymple, J.F. (1996), "The portability and validity of the SERVQUAL Scale in measuring the quality of local public service provision", Proceedings of The International Conference on Quality, Union of Japanese Scientists and Engineers, Yokohama, Japan, pp. 245-9.
9. Donnelly, M. and Shiu, E. (1999), "Assessing service quality and its link with value for money in a UK local authority's housing repairs service using the SERVQUAL approach", Total Quality Management, Vol. 10 No. 4, pp. 498-506.
10. Donnelly, M., Wisniewski, M., Dalrymple, J.F. and Curry, A.C. (1995), "Measuring local government service quality: the SERVQUAL approach", International Journal of Public Sector Management, Vol. 8 No. 7, pp. 14-19.
11. George, D. and Mallery, P. (1995), SPSS/PC+ Step by Step: A Simple Guide and Reference, Wadsworth Publishing Company, Belmont, CA.
12. Great Britain (1999), Local Government Act 1999, The Stationery Office, London.
13. Great Britain (2003), Local Government in Scotland Act 2003, The Stationery Office, London.
14. Kaplan, R.S. and Norton, D.P. (1996), The Balanced Scorecard: Translating Strategy into Action, Harvard Business School Press, Boston, MA.
15. Oakland, J.S. and Porter, L.J. (1995), Total Quality Management: Text with Cases, Butterworth-Heinemann Ltd, Oxford.
16. Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988), "SERVQUAL: a multiple-item scale for measuring customer perceptions of service quality", Journal of Retailing, Vol. 62, pp. 12-40.
17. Teas, R.K. (1993), "Expectations, performance evaluation, and consumers' perception of quality", Journal of Marketing, Vol. 57 No. 4, pp. 18-35.
18. Zeithaml, V.A., Parasuraman, A. and Berry, L.L. (1990), Delivering Service Quality, The Free Press, New York, NY.
19. Committee on Standards in Public Life (1997), 3rd Report of the Committee on Standards in Public Life: Standards of Conduct in Local Government in England, Scotland and Wales, Cm. 3702-I, The Stationery Office, London.
20. Great Britain Commission for Local Authority Accounts in Scotland (1973), Local Government (Scotland) Act 1973, HMSO, London.