POLQUAL : measuring service quality in police traffic services
Autor(a) principal: | |
---|---|
Data de Publicação: | 2013 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.5/27530 |
Resumo: | 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. |
id |
RCAP_17cd06695c6a1816bb24b76e857a135c |
---|---|
oai_identifier_str |
oai:www.repository.utl.pt:10400.5/27530 |
network_acronym_str |
RCAP |
network_name_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository_id_str |
7160 |
spelling |
POLQUAL : measuring service quality in police traffic servicesPoliceService qualityUser satisfactionSERVQUALPortugalPurpose 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.Emerald PublishingRepositório da Universidade de LisboaSarrico, Cláudia S.Ferreira, Luís Miguel D. F.Silva, Luís Filipe Cardoso2023-03-29T13:30:42Z20132013-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10400.5/27530engSarrico, Cláudia S., Luís Miguel D. F. Ferreira e Luís Filipe Cardoso Silva (2013). "POLQUAL : measuring service quality in police traffic services". International Journal of Quality and Service Sciences, 5(3):275-2891756-669X10.1108/IJQSS-12-2012-0024info:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-04-02T01:35:05Zoai:www.repository.utl.pt:10400.5/27530Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T17:48:22.824944Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
POLQUAL : measuring service quality in police traffic services |
title |
POLQUAL : measuring service quality in police traffic services |
spellingShingle |
POLQUAL : measuring service quality in police traffic services Sarrico, Cláudia S. Police Service quality User satisfaction SERVQUAL Portugal |
title_short |
POLQUAL : measuring service quality in police traffic services |
title_full |
POLQUAL : measuring service quality in police traffic services |
title_fullStr |
POLQUAL : measuring service quality in police traffic services |
title_full_unstemmed |
POLQUAL : measuring service quality in police traffic services |
title_sort |
POLQUAL : measuring service quality in police traffic services |
author |
Sarrico, Cláudia S. |
author_facet |
Sarrico, Cláudia S. Ferreira, Luís Miguel D. F. Silva, Luís Filipe Cardoso |
author_role |
author |
author2 |
Ferreira, Luís Miguel D. F. Silva, Luís Filipe Cardoso |
author2_role |
author author |
dc.contributor.none.fl_str_mv |
Repositório da Universidade de Lisboa |
dc.contributor.author.fl_str_mv |
Sarrico, Cláudia S. Ferreira, Luís Miguel D. F. Silva, Luís Filipe Cardoso |
dc.subject.por.fl_str_mv |
Police Service quality User satisfaction SERVQUAL Portugal |
topic |
Police Service quality User satisfaction SERVQUAL Portugal |
description |
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. |
publishDate |
2013 |
dc.date.none.fl_str_mv |
2013 2013-01-01T00:00:00Z 2023-03-29T13:30:42Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.5/27530 |
url |
http://hdl.handle.net/10400.5/27530 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
Sarrico, Cláudia S., Luís Miguel D. F. Ferreira e Luís Filipe Cardoso Silva (2013). "POLQUAL : measuring service quality in police traffic services". International Journal of Quality and Service Sciences, 5(3):275-289 1756-669X 10.1108/IJQSS-12-2012-0024 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Emerald Publishing |
publisher.none.fl_str_mv |
Emerald Publishing |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
repository.mail.fl_str_mv |
|
_version_ |
1799131566792769537 |