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Client perception of service delivery in the South African Police Service commmunity service centres in the greater Durban area

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dc.contributor.advisor Mason, Roger Bruce
dc.contributor.advisor Maharaj, Mandusha
dc.contributor.author Ngobese, Ndabezinhle
dc.date.accessioned 2012-10-16T07:45:28Z
dc.date.available 2014-02-11T12:32:57Z
dc.date.issued 2012-10-16
dc.identifier.other 434455
dc.identifier.uri http://hdl.handle.net/10321/772
dc.description Dissertation submitted in compliance with the requirements for Master's Degree of Technology: Marketing, Retail and Public Relations, Durban University of Technology, 2011. en_US
dc.description.abstract The purpose of this study is to investigate the perceptions of members of the public towards South African Police Service (SAPS), service delivery in the Community Service Centre (CSC) in the greater Durban area. The focus of the study was based on measurement of service quality dimension and service delivery in order to generate quality models for SAPS CSC. This study focuses on the determination of client perception of quality at the SAPS CSC. The main objective was to develop an understanding of the clients‟ perception of the service delivery by the SAPS CSC. The Servqual Model was used to establish the client‟s perceptions against their expectations of service quality at the SAPS CSC. The person-administered survey was used as the most appropriate technique. Four hundred respondents were surveyed. The data was analysed using Descriptive and Inferential statistics. The five service quality dimensions of the Servqual Model were used to measure client‟s expectations and perceptions. The results indicated that in all five service quality dimensions; (tangible, reliability, responsiveness, assurance and empathy) there was a negative quality gap. The significant differences between perception and expectation of clients in all five service quality dimensions were noted. Improvement is needed across all five service quality dimensions to improve service delivery. Furthermore, the result has revealed that client‟s perception of service quality at the SAPS CSC falls below their expectations, presenting a great challenge to the organisation. In order to improve service quality, it is recommended that SAPS need to regularly assess and monitor employees, as well as clients experiences and provide feedback. en_US
dc.format.extent 120 p en_US
dc.language.iso en en_US
dc.subject.lcsh South African Police Service--Customer services en_US
dc.subject.lcsh South African Police Service--Public opinion en_US
dc.subject.lcsh Police-community relations--South Africa--Durban en_US
dc.subject.lcsh Police--Response time--South Africa--Durban en_US
dc.subject.lcsh Police--Complaints against--South Africa--Durban en_US
dc.subject.lcsh Police--Rating of--South Africa--Durban en_US
dc.title Client perception of service delivery in the South African Police Service commmunity service centres in the greater Durban area en_US
dc.type Thesis en_US
dc.dut-rims.pubnum DUT-001792


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