基于PZB模型的警察服务质量研究  

Study on Service Quality of Police Substations Based on PZB Model

作　　者：朱春奎[1] 沈岚[1] 沈萍[1] 

机构地区：[1]复旦大学国际关系与公共事务学院,上海200433

出　　处：《甘肃行政学院学报》2009年第1期46-54,共9页Journal of Gansu Administration Institute

基　　金：国家社科基金重点项目<建设服务型政府与完善公共服务体系研究>(编号:07AZZ010)阶段性成果

摘　　要：本文以上海市公安局基层派出所为研究对象,以问卷调查的方式了解派出所领导、基层警察及辖区居民对警察服务质量的期望与认知,探讨有形性、可靠性、反应性、安全性和关怀性五个维度对警察服务质量的影响。研究结果发现:警察和辖区居民的个人特征对警察服务质量的认知具有部分显著差异。不同区域性质的派出所警察和不同辖区的居民对警察服务质量的五个维度的认知具有部分显著差异。派出所领导、警长、普通警察与辖区居民之间对服务质量衡量项目的认知具有部分显著差异。影响派出所警察服务质量的五个维度之间均存在显著的正相关。据此,本文提出了强化派出所服务功能、减小服务质量差距,构建以服务公众为导向的警察服务质量管理系统的对策建议。Based on the service quality difference model proposed by Parasuraman, Zeithaml and Berry, the impact of five dimensions （ tangibility, reliability, responsiveness, security and caring ） on police service quality in Shanghai was quantitatively discussed. The main conclusions include： The individual differences of policemen and residents （such as age and service length of policeman, resident＇s past report to police） partially impact the perception of police service quality significantly. The perception of the police service quality dimensions by policemen and residents across different areas are partially significantly different. The perception of police quality measures is partially significantly different among substation head, sergeant, staff police and residents. The five dimensions that impact service quality of police substations are significantly interrelated in a positive way. Based on the above findings, several suggestions are offered and some measures are proposed.

关 键 词：服务质量 警察 派出所 PZB模型 服务型政府 

分 类 号：D630[政治法律—政治学]