Measuring police officer and citizen satisfaction: comparative analysis

2015 ◽  
Vol 38 (4) ◽  
pp. 705-721 ◽  
Author(s):  
Nancy Bouranta ◽  
Yannis Siskos ◽  
Nikos Tsotsolas
Keyword(s):  
Job Satisfaction ◽  
Service Quality ◽  
Police Officer ◽  
Police Officers ◽  
Police Performance ◽  
Content Type ◽  
Citizen Satisfaction ◽  
Social Surveys ◽  
Police Services ◽  
Subjective Perceptions

Purpose – The ability of the police to decrease victimization rates, protect human rights and social capital, to generate feelings of safety and to respond to citizens’ calls helps generate positive citizen feelings about the legitimacy of police as a law enforcement institution. Police approaches to reduce crime and violence are based mainly on objective measures, neglecting to assess its performance based on subjective perceptions. The conception that the citizens’ fear of being victims is not always reflective of the actual prevalence of crime highlights the importance of social surveys to assess the public’s perception of police performance. It is also important to assess employee satisfaction, since research indicates that the performance of first-line employees is influenced by their satisfaction. The purpose of this paper is to provide the first comparative study of both citizen and police officer satisfaction and evaluates their relationship. Design/methodology/approach – This paper is based on a dyadic survey that measures citizens’ evaluation of police service quality as well as policemen’s job satisfaction. The data were analysed using the multicriteria methodology of multicriteria satisfaction analysis. Findings – The results showed that policemen seem to be unsatisfied with their jobs, while citizens are quite satisfied with police performance. Specifically, policemen’s ability to be available for patrol is currently hampered by bureaucracy and other typical obligations. The tangibles criterion, which refers to buildings, offices and surveillance equipment, were characterized as inadequate by both policemen and citizens. It was also observed that police officers are not very satisfied with their amount of work may be the reason why citizens report median satisfaction levels in terms of police responsiveness. Originality/value – This survey adds to management literature on job satisfaction and service quality, providing some additional findings regarding the police population. In addition, it combines related constructs supporting the claim that citizens can be satisfied with police services provided that police officers are satisfied with their jobs.

The police service quality in rural Taiwan

2014 ◽  
Vol 37 (3) ◽  
pp. 521-542 ◽  
Author(s):  
Chien Min Chen ◽  
Hong Tau Lee ◽  
Sheu Hua Chen ◽  
Tsung Hsien Tsai
Keyword(s):  
Service Quality ◽  
Police Officers ◽  
Empirical Support ◽  
Analytical Framework ◽  
Content Type ◽  
Police Service ◽  
Police Services ◽  
Recent Developments ◽  
Rural Police ◽  
High Level

Purpose – The purpose of this paper is to investigate the perceptions and satisfaction between police officers and citizens on Kinmen Island (of Taiwan), using an analytical framework that combines five primary dimensions and 25 corresponding determinants. Design/methodology/approach – It considers recent developments in the application of performance measures and management to public and, particularly, police services. It goes on to assess comparative rural police performance which suggests that the application of targets could ultimately serve to provide the overall satisfaction with police services. Findings – The findings of the study suggest that perceptions and satisfaction of both citizens and police staff may result in the success of the policing management, and that police managers have to satisfy their citizens with a high level of service quality based on different localities. Practical implications – From managerial perspectives, police managers should consider both the service quality and customer satisfaction constructs as determinants of behavioural intentions, based on the fact that satisfaction can be a strategic key to maintain long term relationship with citizens as it is found of significant impact on the intentional behaviour. Originality/value – This research adds empirical support to this vein of literature and has identified the five main dimensions and the 25 sub-dimensions as important constructs for police service quality.

Examining police officers’ perceptions of stress: the role of Person−environment fit

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Rachael Rief ◽  
Samantha Clinkinbeard
Keyword(s):  
Job Satisfaction ◽  
Police Officers ◽  
Well Being ◽  
Work Outcomes ◽  
Cross Sectional Survey ◽  
Organizational Fit ◽  
Cross Sectional ◽  
Content Type ◽  
The Relationship ◽  
Overall Job Satisfaction

PurposeThe purpose of the study was to examine the relationship between officer perceptions of fit in their organization and stress (organizational and operational), overall job satisfaction and turnover contemplation (within the last 6 months).Design/methodology/approachThe authors used cross-sectional survey data from a sample of 832 officers from two Midwest police departments to examine the relationships between fit, stress and work-related attitudes.FindingsPerceived stress and organizational fit were strong predictors of overall job satisfaction and turnover contemplation; organizational fit accounted for the most variation in stress, satisfaction and turnover contemplation. Organizational stress partially mediated the relationship between organizational fit and job satisfaction and organizational fit and turnover contemplation.Research ImplicationsMore research is needed to identify predictors of organizational fit perceptions among police officers.Practical implicationsFindings indicate that agencies should pay close attention to the organizational culture and structure when trying to address issues of officer well-being and retention. Further, the person−environment framework can be a useful tool in examining police occupational outcomes.Originality/valueThe authors findings contribute to research on officer stress by exploring perceptions of organizational fit as a predictor of stress and unpacking how officer stress matters to important work outcomes, including job satisfaction and thoughts of turnover, by considering stress as a mediator between organizational fit and these work outcomes.

Explaining job satisfaction and voluntary assistance among Nigerian police officers

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Smart Egwu Otu ◽  
Ivan Sun ◽  
Charles Ikechukwu Akor ◽  
Macpherson Uchenna Nnam ◽  
Yuning Wu ◽  
...  
Keyword(s):  
Job Satisfaction ◽  
Peer Support ◽  
Police Officers ◽  
Family Conflict ◽  
Helping Behavior ◽  
Equation Modeling ◽  
Work Family Conflict ◽  
Content Type ◽  
Worker Support ◽  
Work Family

PurposeThis study aims to assess the direct relationships between internal support and job satisfaction and voluntary assistance and their indirect connections through work–family conflict among Nigerian police officers.Design/methodology/approachSurvey data were collected from police officers in a midsized state police command in Ebonyi state in Nigeria. Structural equation modeling (SEM) was used to assess the connections between supervisor support, peer support, work–family conflict, job satisfaction and voluntary assistance.FindingsPolice officers with stronger supervisor and co-worker support are more inclined to express higher job satisfaction, whereas such support is not linked to officers' willingness to help fellow officers. Work–family conflict mediates the relationship between co-worker support and voluntary assistance. Stronger peer support is accompanied by higher work–family conflict, which then is linked to greater helping behavior.Originality/valueDespite many studies on police job satisfaction, research on correlates of job satisfaction in an African context remains severely under-investigated. This study represents one of the first attempts to assess police proactive helping behavior and job satisfaction in Nigeria.

Consent searches: understanding the role of race and what occurs during the traffic stop

2019 ◽  
Vol 42 (4) ◽  
pp. 611-623
Author(s):  
Anthony G. Vito ◽  
Elizabeth L. Grossi ◽  
Vanessa Woodward Griffin ◽  
George E. Higgins
Keyword(s):  
Decision Making ◽  
Police Officer ◽  
Police Officers ◽  
Racial Profiling ◽  
Police Department ◽  
Theoretical Explanation ◽  
Cross Sectional ◽  
Content Type ◽  
Focal Concerns ◽  
Focal Concerns Theory

Purpose The purpose of this paper is to apply focal concerns theory as a theoretical explanation for police officer decision making during a traffic stop that results in a consent search. The study uses coefficients testing to better examine the issue of racial profiling through the use of a race-specific model. Design/methodology/approach The data for this study come from traffic stops conducted by the Louisville Police Department between January 1 and December 31, 2002. Findings The results show that the three components of focal concerns theory can explain police officer decision making for consent searches. Yet, the components of focal concerns theory play a greater role in stops of Caucasian male drivers. Research limitations/implications The data for this study are cross-sectional and self-reported from police officers. Practical implications This paper shows the utility of applying focal concerns theory as a theoretical explanation for police officer decision making on consent searches and how the effects of focal concerns vary depending on driver race. Social implications The findings based on focal concerns theory can provide an opportunity for police officers or departments to explain what factors impact the decision making during consent searches. Originality/value This is the first study (to the researchers’ knowledge) that examines the racial effects of focal concerns on traffic stop consent searchers using coefficients testing.

Patrol Officer Job Satisfaction Scale (POJSS)

2016 ◽  
Vol 39 (4) ◽  
pp. 710-722 ◽  
Author(s):  
S. Hakan Can ◽  
William Holt ◽  
Helen M. Hendy
Keyword(s):  
Job Satisfaction ◽  
Police Officers ◽  
Goodness Of Fit ◽  
Patrol Officer ◽  
Police Departments ◽  
Patrol Officers ◽  
Satisfaction Scale ◽  
Content Type ◽  
Wide Range ◽  
The Usa

Purpose When patrol officers experience poor job satisfaction and make the decision to leave their profession, their departments face the cost of recruiting and training new officers. The purpose of this paper is to develop a new measure that could be used by police departments to identify specific dimensions of job satisfaction in their officers so that appropriate interventions could be made before officers reach the point of ending their employment. Design/methodology/approach To enhance widespread applicability of the new measure, the 221 study participants were from convenience samples of patrol officers in the USA and Turkey (95.9 percent male; mean age=29.4 years; mean service=5.9 years). Officers completed anonymous surveys to report individual and departmental demographics, to give satisfaction ratings for a variety of aspects of their work environment, and to report other psychosocial variables that might be used to assess validity of job satisfaction dimensions. Findings Exploratory factor analysis produced the 14-item Patrol Officer Job Satisfaction Scale (POJSS) with three dimensions: supervisor fairness, peer comradery, occupational pride. The three POJSS dimensions showed acceptable goodness-of-fit, internal reliability, and test-retest reliability. Multiple regression analyses demonstrated no significant associations between nine individual and department demographics (gender, age, marital status, education, service years, weekly work hours, nation, city location, number of officers) and any of the three POJSS dimensions. Research limitations/implications One limitation of the present study was that it included only convenience samples of patrol officers from the USA and Turkey. Future research could conduct confirmatory factor analyses on more diverse and representative samples of patrol officers from various international locations to determine if they also perceive the same three POJSS dimensions of job satisfaction (supervisor fairness, peer comradery, occupational pride). Practical implications Police departments could use the POJSS as an assessment tool to identify any problems of poor job satisfaction in their patrol officers so they could provide targeted improvements. For example, if patrol officers report low ratings for supportive peers, some scholars have recommended the formation of officer support groups (Johnson, 2012; Pienaar et al., 2007; Rhoades and Eisenberger, 2002; Scott, 2004; Stamper and Johlke, 2003; Toch, 2002; Walker et al., 2006). Social implications If patrol officers report low ratings for supervisor fairness, peer comradery, and occupational pride, police departments could arrange leadership seminars, hold “Clear the Air” meetings or anonymous surveys to allow patrol officers to identify specific improvements they suggest to improve these components of job satisfaction. Originality/value Research on police officer job satisfaction has been increasing in recent decades, but is still relatively sparse when compared to the study of employee job satisfaction in the private sector and other areas of government. Recent research on police job satisfaction has typically included law enforcement officers with a wide range of ranks, rather than focusing solely on patrol officers. Also, the few studies that focus on job satisfaction in patrol officers used either secondary data (Ingram and Lee, 2015) or re-evaluated data over eight-year old (Johnson, 2012). Especially with the recent turbulent events seen between community members and their front-line police officers (including in the USA and Turkey), available research may have missed the most important dimensions of job satisfaction for present patrol officers supporting the measure's widespread relevance.

Exploring citizen satisfaction with police in India

2015 ◽  
Vol 38 (1) ◽  
pp. 86-101 ◽  
Author(s):  
Manish Madan ◽  
Mahesh K. Nalla
Keyword(s):  
The Body ◽  
Capital City ◽  
Police Performance ◽  
Content Type ◽  
Explanatory Variables ◽  
Citizen Satisfaction ◽  
Police Deviance ◽  
Perception Of Police ◽  
Older Citizens ◽  
Satisfaction With Police

Purpose – The purpose of this paper is to examine citizens’ perception of police in India, particularly the authors examine the factors influencing citizen satisfaction with the police in India. Design/methodology/approach – Using survey data collected from the residents in a neighborhood of the capital city and from the passengers on a 41-hour-1,281 miles journey traveling from the northern part to the southern part of the country and return via Indian Railways, this study empirically analyzed citizens’ perceptions of police and factors that accounted for the variation in Indian citizens’ assessment of police. Consistent with the literature, this study integrates a broader range of explanatory variables to explain citizens’ perceptions toward police, including demographic characteristics, views about professionalism in police, police performance, fairness, police corruption, and citizens’ perceptions about their safety in their neighborhood. Findings – Older citizens reported higher satisfaction with the police. Among the contextual characteristics, the authors find a positive relationship between perceived police performance, fairness, professionalism, and citizen satisfaction with police. As expected, perceived police deviance is associated with lower citizen satisfaction with police. Practical implications – Findings of the study provide Indian police administrators with important references and directions to improve police performance and move to increase citizen satisfaction about police. It also adds to the limited literature on citizens’ perceptions of the police in India. Originality/value – This study is an attempt to systematically assess the citizens’ perception of police in India. The researchers believe that this as an original contribution in the body of criminal justice research, particularly to the scholarship on policing in India. Moreover, the examination of citizens’ satisfaction of police highlights their detailed views about professionalism of police, police performance, corruption, fairness and their perceptions about the safety in their neighborhood.

Police Officer Job Satisfaction

2012 ◽  
Vol 15 (2) ◽  
pp. 157-176 ◽  
Author(s):  
Richard R. Johnson
Keyword(s):  
Job Satisfaction ◽  
Police Officer ◽  
Police Officers ◽  
Demographic Characteristics ◽  
Three Dimensions ◽  
Task Characteristics ◽  
Organizational Environment ◽  
Law Enforcement Agencies ◽  
Principal Source ◽  
Job Task

The literature on police officers’ job satisfaction to date has focused primarily on individual officers’ demographic characteristics, while a few recent studies have demonstrated that officers’ job task characteristics are a principal source of job satisfaction. The present study expanded on this prior research by simultaneously analyzing three dimensions of correlates of job satisfaction: officers’ demographic characteristics, officers’ job task characteristics, and officers’ organizational environment characteristics. This was the first such study to include the dimension of organizational characteristics in the study of police officer job satisfaction. The analysis of survey data from a sample of patrol officers from 11 law enforcement agencies in the southwestern United States suggested that the officers’ job task characteristics were a principal source of job satisfaction. Organizational environment characteristics also played an important, but weaker, role in the shaping of officer job satisfaction.

Organizational justice and officer “buy in” in American policing

2017 ◽  
Vol 40 (1) ◽  
pp. 71-85 ◽  
Author(s):  
Dennis P. Rosenbaum ◽  
William P. McCarty
Keyword(s):  
Job Satisfaction ◽  
Organizational Justice ◽  
Police Officers ◽  
National Sample ◽  
Content Type ◽  
Four Dimensions ◽  
Police Organizations ◽  
Police Agencies ◽  
The Usa ◽  
Municipal Police

Purpose The purpose of this paper is to explore the dimensions of organizational justice in police organizations and evaluate how they contribute to organizational commitment, job satisfaction and compliance with agency rules. Design/methodology/approach A survey of 15,236 sworn officers from a national sample of 88 agencies was used, as well as other agency- and community-level variables. Multi-level models assessed how four dimensions of organizational justice affected these outcomes. Findings More favorable perceptions of organizational justice were strongly related to increased commitment to the organization, job satisfaction and compliance with agency rules. Perceptions of organization-wide justice, leadership justice and diversity justice were especially important in predicting those outcome measures. Research limitations/implications While the sample of agencies was broad and diverse, it should not be considered representative of smaller municipal police departments and sheriff’s offices in the USA. Practical implications The findings suggest that “buy in” to reforms and police compliance with rules is much more likely when supervisors and leaders are fair, respectful, give officers input, provide growth opportunities and show concern for officers’ welfare. As such, agencies would benefit from leadership and leadership training that values the core principals of organizational justice. Originality/value The study provides clarity about how organizational justice is perceived by police officers, including women and officers of color, and provides an unprecedented test of organizational justice theory in diverse police agencies.

Organizational justice and organizational commitment among South Korean police officers

2012 ◽  
Vol 35 (2) ◽  
pp. 402-423 ◽  
Author(s):  
Matthew S. Crow ◽  
Chang‐Bae Lee ◽  
Jae‐Jin Joo
Keyword(s):  
Job Satisfaction ◽  
Structural Equation Modeling ◽  
Organizational Commitment ◽  
South Korea ◽  
Organizational Justice ◽  
Police Officers ◽  
Structural Equation ◽  
Equation Modeling ◽  
Complex Relationship ◽  
Content Type

PurposeIn spite of the importance of officers' perception of organizational justice and its influence on organizational commitment, the policing literature lacks information about the relationship between the factors. Using job satisfaction as a mediator, this study aims to examine an indirect influence of organizational justice on police officers' commitment to their organization.Design/methodology/approachThis study employed a survey of 418 police officers in South Korea while on in‐service training. In exploring the complex relationship among organizational justice (i.e. distributive, procedural, and interactional), job satisfaction, and organizational commitment, the researchers utilized structural equation modeling to overcome the weaknesses of linear regression models.FindingsOfficers' perception of organizational justice was positively related with their level of organizational commitment. In addition, perception of procedural and interactional justice had an indirect impact on the officers' organizational commitment through distributive justice. Lastly, perception of organizational justice showed an indirect influence on organizational commitment through job satisfaction.Research limitations/implicationsDue to its cross‐sectional design, the findings do not confirm any causal relationship among the variables. In addition, the current study used a purposive sample of police officers in South Korea, which may limit the generalizability of the findings.Originality/valueThis study contributes to the literature by examining organizational commitment in light of officers' perception of organizational justice and job satisfaction using structural equation modeling to explore the complex relationship among the organizational factors.

scholarly journals “It's all window dressing:” Canadian police officers' perceptions of mental health stigma in their workplace

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Lesley J. Bikos
Keyword(s):  
Mental Illness ◽  
Organizational Culture ◽  
Lived Experience ◽  
Police Officers ◽  
Self Report ◽  
Organizational Response ◽  
Mental Health Stigma ◽  
Structured Interviews ◽  
Content Type ◽  
Police Services

PurposeThis study will provide a preliminary, general overview of Canadian police officers' perception of stigma toward mental illness in their workplace culture and its impacts.Design/methodology/approachThis study uses a mixed methods approach with two nationwide datasets: a self-report survey (N = 727) and 116 semi-structured interviews with police officers from 31 police services. Results are grounded in theories of stigma, masculinities and organizational culture.FindingsResults indicate that most officers believe stigma toward mental illness in their workplace remains, despite senior management messaging and program implementation. Reporting mental illness was often seen as high risk, both personally and professionally. Policewomen, constables and those on leave reported statistically significant higher levels of perceived stigma and risk. Features of traditional masculinity were commonly reported, influencing the way individuals viewed themselves (self-stigma) and organizational response (structural stigma). Those with lived experience reported the highest levels of self and structural stigmatization, which often negatively impacted their recovery.Originality/valueThis study strengthens our understanding of how organizational culture and structure combine to contribute to the persistent presence of stigma in some Canadian police services (with implications for male-dominated occupations generally). Gender, rank, years of service and lived experience are additional areas of limited scholarship addressed by this study. The findings have important implications for effective program and policy evaluation and development.

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