The importance of expectation fulfilment on domestic violence victims' satisfaction with the police in the UK

Abstract

Purpose

This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction.

Design/methodology/approach

Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community‐based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims' satisfaction with the police.

Findings

Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims' expectations about police behaviour and demeanour are fulfilled.

Originality/value

The results of this study and implications for police policy are discussed.

Citation

Robinson, A.L. and Stroshine, M.S. (2005), "The importance of expectation fulfilment on domestic violence victims' satisfaction with the police in the UK", Policing: An International Journal, Vol. 28 No. 2, pp. 301-320. https://doi.org/10.1108/13639510510597924