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在构建服务型警察的改革中,如何提升警察服务的质量?根据“服务”的概念分析,警察服务质量主要取决于民众在接受服务过程中的心理感受及公共安全需求的心理满足程度。本文以PZB提出的SERVQUAL评价量表为分析工具,以长沙市民众为样本,调查民众对警察服务质量的期望与现状的差距,分析结果显示,期望与现状差距较大的三个维度分别是反应性、可靠性和关怀性,在此基础上,作者进一步提出了相应的改进策略。
How to improve the quality of police service in the reform of building a service-type police? According to the concept of “service”, the service quality of police mainly depends on the people’s psychology in accepting service and the psychological satisfaction of public safety needs. In this paper, the SERVQUAL rating scale proposed by PZB is used as an analytical tool to take Changsha people as a sample to investigate the difference between the public expectations of the police service quality and the status quo. The analysis shows that the three dimensions of the difference between the expectation and the status quo are the responses On the basis of this, the author further proposes the corresponding improvement strategy.