SERVQUAL을 통한 경찰서비스의 주민만족도 평가

Abstract

The purpose of this study is to evaluate the citizen satisfaction of police services and to explore the determining factors influencing to the citizen satisfaction of police services. For this purpose, this study analyzes 18 police stations (9 in Daegu Region and 9 in Gyeongbuk Region) to measure the service qualities(SERVQUAL) and citizen satisfaction. This study employs Regression Analysis to explore the determining factors influencing to the citizen satisfaction of police services. And this study designates the citizen satisfaction variable as the dependent variables. And as the independent variables of the citizen satisfaction, this study picks up the responsiveness(responses to citizen requests, police behaviors), assurance(kindness and specialties), typology(conveniences of inside/outside facilities, the appearances of police, etc.), sympathy(conformities, considerations, concerns, etc. to citizen), and credibility(accuracy, keeping promises, etc.). The results of the analysis are as following. Firstly, in citizen satisfaction, the average value of 18 police stations in Daegu-Gyeongbuk Region is 2.952 (5-point Likert scale) and is rated below average. In detail, 10 police stations recorded above average, but 8 police stations recorded below average. In citizen satisfaction, the average value of Daegu Region is higher than that of Gyeongbuk Region. The average value of the first grade police stations is lower than those of the second- or the third- grade police stations. Specially, in the factors of service quality (responsiveness, assurance, typology, sympathy, credibility), the typology factor recorded the highest value in the citizen satisfaction, but the responsiveness factor recorded the lowest value in the citizen satisfaction. Secondly, in the determining factors of citizen satisfaction for service qualities, service quality factors are in general important determining factors except the responsiveness factor. Among them, it is shown that the credibility factor is the most important determining factor.