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首页> 外文期刊>International journal of quality and service sciences >POLQUAL - measuring service quality in police traffic services
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POLQUAL - measuring service quality in police traffic services

机译：POLQUAL-衡量警察交通服务的服务质量

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摘要

Purpose - The purpose of this paper is to build a customer quality assessment scale for use in the field of policing - POLQUAL. It adapts and applies a modified SERVQUAL approach to police traffic services in Portugal. Design/methodology/approach - Original data was collected by means of telephone interviews over a three-month period. The proposed scale's reliability and validity are assessed. Findings - The study shows how it is possible to implement a SERVQUAL-based approach in police traffic services. The adapted scale - POLQUAL - includes all five original dimensions plus another new dimension "promptitude". The most negative gaps found are for the dimensions of reliability and tangibles. There was evidence that perceived quality of service decreases as the level of education of the driver increases. The paper did not find a difference between perceived quality of service provided between requested services and imposed services, respectively, represented by the accident service and radar service. Research limitations/implications - The results are based on a specific police services context - that of out of office traffic services in Portugal. Practical implications - The study provides the police traffic services with a tool for measuring quality of service which can provide information for focusing improvement efforts. Social implications - Often the user cannot choose to interact with police services. However, in a democratic society good quality of service is essential for maintaining trust in the police services. Originality/value - The study provides police traffic services with a valid and reliable tool to assess quality of service from the user's perspective.
机译：目的-本文的目的是建立用于警务领域的客户质量评估量表-POLQUAL。它采用了改进的SERVQUAL方法，并将其应用于葡萄牙的警察交通服务。设计/方法/方法-通过三个月的电话采访收集了原始数据。评估了拟议量表的信度和效度。调查结果-该研究显示了如何在警察交通服务中实施基于SERVQUAL的方法。调整后的比例-POLQUAL-包括所有五个原始尺寸以及另一个新尺寸“提示”。发现的最大差距是可靠性和有形的尺寸。有证据表明，随着驾驶员受教育程度的提高，服务质量下降。本文未发现分别以事故服务和雷达服务为代表的请求服务和强制服务之间提供的感知服务质量之间的差异。研究的局限性/结果-结果基于特定的警察服务环境-葡萄牙不在办公室的交通服务。实际意义-该研究为警察交通服务提供了一种衡量服务质量的工具，该工具可以提供信息来集中改进工作。社会影响-用户通常无法选择与警察部门进行交互。但是，在民主社会中，良好的服务质量对于维持对警察服务的信任至关重要。原创性/价值-该研究为警察交通服务提供了一种有效且可靠的工具，可以从用户的角度评估服务质量。

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