Measuring police officer and citizen satisfaction: comparative analysis

摘要: Purpose – The ability of the police to decrease victimization rates, protect human rights and social capital, generate feelings safety respond citizens’ calls helps positive citizen about legitimacy as a law enforcement institution. Police approaches reduce crime violence are based mainly on objective measures, neglecting assess its performance subjective perceptions. conception that fear being victims is not always reflective actual prevalence highlights importance surveys public’s perception performance. It also important employee satisfaction, since research indicates first-line employees influenced by their satisfaction. purpose this paper provide first comparative study both officer satisfaction evaluates relationship. Design/methodology/approach – This dyadic survey measures evaluation service quality well policemen’s job data were analysed using multicriteria methodology analysis. Findings – results showed policemen seem be unsatisfied with jobs, while citizens quite satisfied Specifically, available for patrol currently hampered bureaucracy other typical obligations. tangibles criterion, which refers buildings, offices surveillance equipment, characterized inadequate citizens. was observed officers very amount work may reason why report median levels in terms responsiveness. Originality/value – adds management literature quality, providing some additional findings regarding population. In addition, it combines related constructs supporting claim can services provided jobs.