Expression of factors and indices of quality of disciplinary services offered by police stations of Booshehr Province from the viewpoint of people and determination of priorities and presenting the strategies of its promotion by means of Servqual gap analysis model

Context and Assessment of the quality of police forces services is difficult due to the nature of customers, decision makers and environmental complexity that the police forces experience. In this study, the quality level of disciplinary services of Booshehr police stations has been investigated as the viewpoint of these services users (people) by means of Servqual model and upon identification of gaps existing for offering the appropriate services, some recommendations have been presented for removal of these gaps. As respect to the objective, this study is applied, as respect to the variables controlling rate is descriptive and as respect to the procedure is survey. To collect the data, service quality assessment scale was used according to the standard elements of Servqual model and two added factors of Cho (2010) have used for applying this scale for police services. In order to provide the required sample and sample sufficiency for further extendibility of results, 1000 scales have been filled and used in analysis. In this study, to test the reliability of scale and studied structures, internal adaption and alpha index of Cronbach and to test the validity of studied structures, in addition to using the ideas of experts and scholars, factorial analysis were used and to test the hypotheses and essential questions, t test statistic (testing the difference between mean values in the paired student t test) were used. The summary of statistical analysis of significance between mean perceptions and peoples’ expectations for seven aspects of quality of services by means of t test of paired samples, it was cleared that a significant difference exists between peoples’ perceptions and expectations of tangible characteristics of quality of services, the reliability of quality of services, interest and enthusiasm to respond, guarantee and validity of quality of services, empathy of quality of services, local and temporal fulfillment and legitimacy of quality of services. Whereas assessment of quality of services is applied for the first time in the public sector generally and particularly in the police stations by means of balanced index of Servqual based on two legitimacy and immediate local and temporal actions for localizing and applying in Iran. This study may open new windows for applying further researches.