| Summary: | 博士 === 中央警察大學 === 警察政策研究所 === 101 === This paper is to explore the major determinants of burglary victim’s satisfaction toward the police by burglary victims in New Taipei City, along with service quality and satisfaction. With the empirical study on the burglary victim’s sticafaction in New Taipei City, the model to explain prior police-citizen contact, community security, service quality and victim’s satisfaction may be established.
The background, question and importance of this research are laid out to ascertain the research direction, followed by literature review to establish the conceptual framework. The relation between variables is identified in the research framework and the hypothesis is formulated accordingly. To ensure the objectiveness of the research, operational definition of variables is given and evaluated to design questionnaire and assess the reliability and validity. The sample comprises 467 victims who reported household burglaries to the police in New Taipei City, during the period of 2011.
Internal consistency is measured by Cornbach’α coefficient. Percentage, mean value and analysis of variance (ANOVA) are used to present the characteristics and percentage distribution of each variable. Pearson’s moment correlation coefficient analysis is used to assess the hypothesis between variables. Factor analysis is made to find common factor of variables. Scheffe test for homogeneity of variance is applied for post hoc analysis of multiple comparisons. T-test and regression analysis explore the effect of indepence varaiable on victim’s satisfaction. Structural Equation Model (SEM) is used to test and analyze theory and estimate the relation between indicators and latent variables. Causal path relationship between latent variables is tested for structural modeling fit.
The results of the research support these and measures of satisfaction with the service performed. Finding of this study include:
1.Police service quality is the groundwork for protection of household burglary victims.
2.Community policing is good for improving victim’s satisfaction.
3.In addition to police service, public security and order mantaining is still the essential work for police.
4.Police service quality should have an orientation towards victim’s right and need.
5.Process management (PM) is the critical element of service quality.
6.Good service performance included courtoues, fairness, politeness, concern, honest, helpfulness, friendliness and so on, are critical element for victim’s satisfaction.
7.Public security, order mantaing and service quality had significant influence on victim’s satisfaction.
This research has the following suggestions.
1.Create a workshop for training police to provide service quality as people call for police.
2.Enhance police service performance and mature the institution of superving and reward to police officer.
3.Establish the service process which police must concentrate their attention on victims need.
4.Set up a great leadership style and communicative system.
5.Establish great organization culture of high quality service.
6.Continued promoting community policing strategy.
|
|---|
