Perceptions of service provided by South African police service community service centres

ABSTRACT

This study investigated citizens’ perceptions of the service experienced when visiting Community Service Centres (CSC) of the South African Police Service (previously known as ‘police stations’ or ‘charge offices’). The study focuses on factors leading up to the visit and to the service experience as perceived by the visitors, and whether these perceptions differed according to various demographic factors. A survey of 400 respondents at three CSCs measured how and why the CSC was visited, overall satisfaction and respondents’ perceptions of the visit experience (measured via the service quality dimensions). The results indicate that overall satisfaction does not differ significantly according to demographics, but that there are some differences in the lead-up factors and the experience according to education and income. Actions needed to improve the visit experience for citizens include customer service training, regular assessment and monitoring of clients’ experiences, as well as CSC employees’ behaviour.

KEYWORDS:

• Service quality
• SAPS
• community policing
• service experience
• perception
• demographics

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

Roger B Mason

Roger B Mason is Honorary Professor in Marketing at Durban University of Technology, and Wholesale & Retail Leadership Chair at Cape Peninsula University of Technology. He lectured in retail, marketing, management and strategy and presents at conferences and publishes journal papers, both locally and internationally. His background includes marketing management and consultancy in various industries. He holds PhD, MBL and BA degrees.

Ndabazinhle Ngobese

Ndabazinhle Ngobese is currently a police officer in the South African Police Service. He holds National Diploma and Bachelor of Technology qualifications in Marketing and a Masters in Marketing from Durban University of Technology. Previous experience included sales in the banking sector and marketing research.

Mandusha Maharaj

Mandusha Maharaj is a Senior Lecturer in Marketing at the Durban University of Technology and has many years of lecturing and supervisory experience. After obtaining her PhD degree from the University of KwaZulu-Natal in 2009 she has supervised post graduate research and published in a number of local and international journals.