Police officers on-site service eccounters are the service quality for the moments of truth . For face to face contact with the process of understanding and control, affect the public perception of service quality.In this research,according to the perspectives of police officers service encounters,through the public and their experience of interactive codes, enhance the public satisfaction with the police officers. Study aimed to survey the public and police officers interactive codes of service eccounters in their role of symbol,and probe into the different levels between the public and police officers interactive codes of service eccounters, furthermore comprehend the relationship between public satisfaction and police officers interactive codes of service eccounters.
The first stage of critical incident techique , 70 police personnel from the recovery of the questionnaire were satisfied with 66 events, with 60 not satisfied with the events.Through the analysis classified includeing interactive codes of service eccounters of the body language, self-disclosure and behavior characteristics.Then by the second phase of validation study, using convenience sampling, issued 250 questionnaires and collected 248 questionnaires, 236 valid samples. By descriptive statistics, independent test, ANOVA, regression analysis and verified by two-way ANOVA analysis to explore the relationship between public satisfaction and police officers interactive codes of service eccounters.
Research results, in the critical incident techique cases show that police officers feel the people are the most satisfied with the police¡¦s treatment response.It is obviously that people confirm the police officers treatment response ability of endangered public security.Police officers feel the people are the most unsatisfied with the congnitive differences of exchange messages,and account for the overwhelming majority.Therefore, to protect the legal and ban the illegal, police officers will apply law and unlawful message across service encounters people. People distrust the police because of the congnitive differences .Therefore, the public awareness and law-abiding is the concept of the underlying factors differ. Police service and sincere response to contact with the body language of the higher performance, care had more positive interactions, people will have better contact with the police service satisfaction;Service access to expose the higher self-disclosure in confidence, more positive relationship with the public,the more people have better satisfaction;Service contact to the better qualities of convenience services, expertise being more substantial, the public will be better satisfied.But it is also show that the level of police officers interactive codes of service eccounters did not affect satisfaction interactive source for significant differences in the change.
| Identifer | oai:union.ndltd.org:NSYSU/oai:NSYSU:etd-0901110-160547 |
| Date | 01 September 2010 |
| Creators | Kung, Wei-chung |
| Contributors | Jih-hwa Wu, Fu-yung Kuan, Tzung-shiun Li |
| Publisher | NSYSU |
| Source Sets | NSYSU Electronic Thesis and Dissertation Archive |
| Language | Cholon |
| Detected Language | English |
| Type | text |
| Format | application/pdf |
| Source | http://etd.lib.nsysu.edu.tw/ETD-db/ETD-search/view_etd?URN=etd-0901110-160547 |
| Rights | restricted, Copyright information available at source archive |
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