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This study aims to test an integrated model that examines the relationship between the service qualities of police at any urban tourist destination and the tourist urban destination advocacy at tourist cities in the Shimla region of India, where tourists’ trust in police acts as a mediating variable. This study mainly focused on the type of service shown by police officials to develop trust among the tourists, resulting in their urban destination advocacy.

The questionnaire was adopted from previously developed and validated scales. The questionnaire was administered to different tourists who came to India. This study used the bootstrapping technique and structural equation modelling (SEM) to address the research questions and test the hypotheses.

This study results indicate that trust in the police mediates the relationship between police service quality and tourist satisfaction at any urban tourist destination. The study’s findings add to the literature on tourists’ trust in policing tourist sites, police service quality and leader behaviour.

The above-tested model has a very limited number of constructs. There are a variety of additional antecedents (e.g. police organization culture and urban destination attributes) and consequences (word-of-mouth referrals and customer identification) that could be considered for future research to develop a more comprehensive model. The cross-sectional study raises concerns about the causal relationships between constructs in the tested model. More substantial evidence of causality via longitudinal and experimental studies is needed.

The study’s findings added a chapter to the literature by identifying how police service quality impacts tourist trust building and urban destination advocacy.

The purpose of this paper is to investigate the perceptions and satisfaction between police officers and citizens on Kinmen Island (of Taiwan), using an analytical framework that combines five primary dimensions and 25 corresponding determinants.

It considers recent developments in the application of performance measures and management to public and, particularly, police services. It goes on to assess comparative rural police performance which suggests that the application of targets could ultimately serve to provide the overall satisfaction with police services.

The findings of the study suggest that perceptions and satisfaction of both citizens and police staff may result in the success of the policing management, and that police managers have to satisfy their citizens with a high level of service quality based on different localities.

From managerial perspectives, police managers should consider both the service quality and customer satisfaction constructs as determinants of behavioural intentions, based on the fact that satisfaction can be a strategic key to maintain long term relationship with citizens as it is found of significant impact on the intentional behaviour.

This research adds empirical support to this vein of literature and has identified the five main dimensions and the 25 sub-dimensions as important constructs for police service quality.

This study evaluates a multidimensional hierarchical scale of smart policing service quality.

Qualitative and quantitative analysis tools were used to develop a smart policing service quality scale based on the integrative psychometric scale development methodology. A multidimensional hierarchical structure was proposed for smart policing service quality; a group of preliminary items selected from literature was used for the qualitative analysis. For data collection, users of smart policing services were selected through the United Arab Emirates (UAE) research centre. Several statistical methods were employed to verify reliability and validity of the construct and nomological validity of the proposed scale.

A smart policing service quality scale of 23 items was developed based on a hierarchical factor model structure. Nomological testing indicated that overall smart policing service quality is positive and significant, thus contributing to user satisfaction, intention to continue using the system and enhanced quality of life.

This study enables managers to evaluate types of policing quality and effectively implement strategies to address security and sustainability issues that exist currently in smart services.

Previous studies on policing service quality have not sufficiently addressed the role of smart policing service quality; the nature of discussion in this area is primarily based around concepts. The development of the smart policing service quality scale provides a measurement tool for researchers to use to enhance the understanding of smart policing service quality.

The purpose of this paper is to explore the application of the SERVQUAL approach to assess the quality of service of Strathclyde Police in Scotland. Measuring service quality in public services is fraught with difficulty – especially in public services where customers are vulnerable citizens whose contact with the service may be limited.

The paper reports on a SERVQUAL survey of elected representatives serving the area covered by Strathclyde Police Force. The survey captures respondents' expectations of an excellent police service and compares these with their perceptions of the service delivered by Strathclyde Police. The paper also reports on a parallel SERVQUAL survey of police officers in Strathclyde to examine how well the force understands its customers' expectations and how well its internal processes support the delivery of top quality policing services.

While there is a significant shortfall in meeting customer expectations, the police force appears to have a good understanding of what these expectations actually are. There also appear to be gaps in the formalisation of service quality standards, in the force's ability to meet established standards, and in its ability to deliver the level of service it promises to customers.

A key technical result is that the primary SERVQUAL instrument appears to be internally consistent but lacks discriminatory validity between the five SERVQUAL dimensions in this service arena.

The paper will be of interest to strategic and operational police service managers and to academics investigating the reliability and value of service quality assessment tools.

The paper reports an original application of the SERVQUAL approach to police services.

The purpose of this paper is to test Mastrofski's six‐dimensional conceptualization of perceived service quality of the police.

The paper draws on data collected from a mail survey of residents in a suburban Virginia (USA) community and uses confirmatory factor analysis to test the six‐dimensional model of service quality.

The six‐dimensional model does not fit the data. Instead a one‐factor model fits the data, suggesting that public perceptions of police service quality are a one‐dimensional construct.

Further research is necessary on two fronts. First, research should seek to determine whether the findings are consistent across different community contexts and types of samples. Second, research on related perceptual constructs, including procedural justice and legitimacy, should explore measurement properties in more detail.

This is one of few studies to examine the construct validity of public perception measures in police research.

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.

Original data was collected by means of telephone interviews over a three‐month period. The proposed scale's reliability and validity are assessed.

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.

The results are based on a specific police services context – that of out of office traffic services in Portugal.

The study provides the police traffic services with a tool for measuring quality of service which can provide information for focusing improvement efforts.

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.

The study provides police traffic services with a valid and reliable tool to assess quality of service from the user's perspective.

This article examines quality assurance in the uniform branch of the police service from an operations management standpoint based on an initial case investigation of the Greater Manchester Police Force. It suggests that many of the concepts which apply to other types of service operations are relevant to the police service and could be extended to improve quality assurance of the service. The conclusions drawn from the study represent the view of the author.

The purpose of this study is to investigate the presence of quality assurance, risk management, and audit practices at the municipal, provincial and federal levels of law enforcement in Canada. Based on open‐ended interviews and surveys with management of law enforcement agencies, the study attempts to determine the extent to which these practices are in place, the structure of managing these functions, including the tools that are used to do so and the role of these functions within the organization.

The survey was sent to 104 police services, which are represented in the Canadian Association of Chiefs of Police. A total of 30 people responded on behalf of 23 police agencies. The survey was supplemented with in‐depth interviews with selected police services.

There was a high level of consensus around the reasons for undertaking these processes and the rankings were also remarkably consistent. The way in which risks are defined varies from organization to organization but some common patterns emerge. The top risks are those associated with the external environment (80.77 per cent) and operational risks (76.92 per cent).

The study confirmed the challenges associated with establishing rigorous professional standards, while balancing the interests of different stakeholders in the development and application of the process.

The phenomenon of traffic crash under-reporting has been extensively documented in terms of its extent, but not equally analysed in terms of its reasons. As police distrust has been recently identified as a major reason for crash under-reporting, the purpose of this paper is to look at the police service quality for handling the reporting of traffic crashes.

This study introduces a novel approach to evaluate service quality that combines multi-criteria decision analysis (MCDA) with latent class analysis (LCA). Moreover, this study presents the design of a web-based survey on the basis of the SERVQUAL approach to detecting strengths, opportunities and threats with crash reporting to the police at a strategic level. Transportation stakeholders (e.g. researchers, authorities, consultants, NGO representatives, suppliers) with an interest in traffic safety in Denmark participated in the survey that yielded 86 complete responses.

The novel approach was successfully applied and its implementation demonstrated the usefulness of the tool even in countries with a high police service. Results showed that the participating stakeholders perceived human factors as more important than physical factors in order to increase the crash reporting, with responsiveness as the most important and tangibles as the least important dimensions. Nevertheless, most stakeholders viewed a mixture of human and physical factors as crucial to increase crash reporting rates.

This study advances the knowledge about police service quality with a novel expert-based decision support tool based on SERVQUAL, MCDA and LCA, demonstrates its applicability in countries with a high-police service, and opportunities and barriers for increasing the crash reporting rate.

Discusses the relationship between quality service and fear of crime as measures of community policing. Reports on a survey which asked 500 residents of Austin, Texas, their perception of safety (an aspect of fear of crime) and their perception of the quality of police service. Indicates that there is little relationship between citizen’s perception of safety and the quality of police services. The strongest relationship was found between perception of safety in the home and citizen’s general knowledge of the police department. Suggests that fear of crime is in many ways a theoretical concept that needs to be explained better if practitioners of community policing are going to measure their success against it.