- Title
- Constructing an intergrated service excellence model for the South African police service
- Creator
- Modise, Motsamai John
- Subject
- Port Elizabeth (South Africa)
- Subject
- Eastern Cape (South Africa)
- Subject
- South Africa
- Date Issued
- 2020-04
- Date
- 2020-04
- Type
- Doctoral theses
- Type
- text
- Identifier
- http://hdl.handle.net/10948/55020
- Identifier
- vital:48823
- Description
- This study is set within the South African Police Service (SAPS). The purpose of the study is to construct an integrated service excellence model, in order to improve service quality in the South African Police Service as a whole and to continuously improve service excellence in the assistance provided in the Northern Cape in particular. Furthermore, the study was intended to identify gaps in the quality of services provided by the SAPS to the various communities in the Northern Cape. The development of a service excellence model for the assessment of the services provided by the SAPS is justified, because it is an essential means to improving the services rendered, which will be beneficial to both the SAPS and the community. Service failures negatively impact relationships and marketing efforts and thus complicate service providers’ relationship-building efforts. Therefore, service providers endeavour to restore customers’ post-recovery satisfaction through service recovery efforts to retain their customers. However, the influence that customers’ relationship intentions have on this process has not been considered. Previous research on relationship intention in South Africa focussed only on developing a valid and reliable relationship intention measurement scale. This study employed both the quantitative and qualitative research approaches to validate the research questions and authenticate the problem statement. The triangulation approach allowed the researcher to effectively engage the strengths of both research methodologies. The research findings from the empirical survey were statistically analysed using statistical procedures. The data analysis, derived from the qualitative research approach, involved thematic content analysis. The sample populations for the study comprised ward councillors, selected senior officials and community members. For the quantitative approach, questionnaires were distributed to respondents. One-on–one interviews were conducted with senior managers as the qualitative component of the study.
- Description
- Thesis (PhD) -- Faculty of Humanities, School of Governmental and Social Sciences, 2020
- Format
- computer
- Format
- online resource
- Format
- application/pdf
- Format
- 1 online resource (357 pages)
- Format
- Publisher
- Nelson Mandela University
- Publisher
- Faculty of Humanities
- Language
- English
- Rights
- Nelson Mandela University
- Rights
- All Rights Reserved
- Rights
- Open Access
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| Thumbnail | File | Description | Size | Format | |||
|---|---|---|---|---|---|---|---|
| View Details Download | SOURCE1 | Modise, M.pdf | 3 MB | Adobe Acrobat PDF | View Details Download |