Citation

Dukes RL, Portillos E, Miles M. Policing (Bradford) 2009; 32(2): 297-318.

Copyright

(Copyright © 2009, Emerald Group Publishing)

DOI

10.1108/13639510910958190

PMID

unavailable

Abstract

Purpose – This paper aims to examine the process of citizen satisfaction with police service, so police can emphasize important aspects of service and maintain high satisfaction. Design/methodology/approach – Citizens of Colorado Springs (n=3591) participated in one of four yearly surveys (2002-2005) to test two structural equations models. One model used data from 2002-2005 and latent variables of victimization, neighborhood safety, enough officers and police response to predict satisfaction with police service. A second model used data only from 2005 and 12 latent variables. Findings – The five-variable model fits the data very well (CFI=0.95). It did not vary from 2002 to 2005. The 12-variable model explained the satisfaction process more completely but fits less well (CFI=0.91). Neither model varied by demographic characteristics of respondents. Practical implications – Police should implement a process-based model of service that emphasizes citizens' feelings of neighborhood safety and police response as important predictors of positive evaluations of service. Originality/value – The paper offers insight into the factors that shape attitudes toward police (ATP, in particular satisfaction with police service) within an organization that has fully implemented community policing.