A Study on the Service Quality of the Police Organizations An Example of the Kinmen Police Bureau
| Autor: | Jun-Han Lu, 呂俊翰 |
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| Rok vydání: | 2009 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 98 The main purpose of this thesis is to investigate the service quality concerning the Kinmen Police Organizations. In this study, the people submitting cases and policemen are involved. Based on the “PZB Service Quality Mode”, “SERVQYAL Chart” and “The Survey of the Service Quality of the Police Stations ”, the main framework and the measuring instrument, my self -designed questionnaires are used for data collection. Besides, I’d like to get a deep insight into the cognition and perception regarding the people submitting cases, officials in charge and average policemen as to what good service quality is. Meanwhile, the statistical sof tware SPSS is used to analyze the collected data to get some detailed information for the Kinmen Police Bureau ’s reference so as to enhance its service quality. The major findings are as follows: 1. As to the service quality, there is a significant diff erence between people’s expectations and their real perceptions. 2. There is a significant difference between the officials in charge and common people. 3. The cognition of the service quality between the officials in charge and average policemen is very close. 4. The cognition of the service quality between the average policemen and common people is quite obvious. 5. The five dimensions about the police service quality are closely related. 6. Different personal traits of the policemen lead to different cognition about se rvice quality. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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