Public Perceptions of Police Service Quality: Empirical Evidence from Pakistan

Abstract

Public sector institutions in developing countries are going through major transformations because consumers are becoming more knowledgeable and demanding. This study presents the service quality of the Punjab Police using Mastrofski's six-dimensional policing model in the non-Western context of Pakistan by explaining the extent of service quality in the Punjab police. The survey-based approach was used to collect data from 360 citizens through developing an instrument based on Mastrofski's six dimensions. Descriptive analysis, exploratory factor analysis and correlation analysis were used to empirically explain application of the six-dimensional model of policing. The findings suggest that the public are satisfied with the quality of service provided by the police, based on the six dimensions of the model used for this research. However, the research model is highly correlated in a non-Western setting. This research, for the first time, discusses the service quality of police in a Pakistani context, which will help public policy personnel to improve the overall service quality of the Punjab Police.