Authors :
Dr. John Motsamai Modise; Dr. Derek Taylor; Dr. Kishore Raga
Volume/Issue :
Volume 7 - 2022, Issue 3 - March
Google Scholar :
https://bit.ly/3IIfn9N
Scribd :
https://bit.ly/38vtVx1
DOI :
https://doi.org/10.5281/zenodo.6414705
Abstract :
The central purpose of this study, which is
situated in the community of practice of the South
African Police Services (SAPS), is to establish an
integrated service excellence template, with which to
improve service standards. This upgrade will be to the
benefit of the SAPS as a whole as well as to the
advantage of the citizens living in the Northern Cape
Province in particular. The development of a service
excellence model which will be used to assess the services
provided by the SAPS is justified, because this tool is a
crucial means of upgrading the assistance offered by the
SAPS to the civilian population. Unfortunately service
failures negatively impact community interconnections
and SAPS promotion efforts, which often leads to a ‘last
ditch’ endeavour to restore clients’ satisfaction through
service recovery efforts. So, implementing improved
services from the outset will be beneficial to both the
SAPS and the community as a whole. This article
adopted a qualitative research methodologywhich
allowed the researcher to reflect, to verify the research
question and to corroborate the problem statement. This
article makes actionable recommendations, emanating
from the research findings.
Keywords :
South African Police Service; Service delivery; Service failure, Service quality, Service recovery, Service excellence, Complaint management, Customer service, Customer satisfaction, Customer expectation
The central purpose of this study, which is
situated in the community of practice of the South
African Police Services (SAPS), is to establish an
integrated service excellence template, with which to
improve service standards. This upgrade will be to the
benefit of the SAPS as a whole as well as to the
advantage of the citizens living in the Northern Cape
Province in particular. The development of a service
excellence model which will be used to assess the services
provided by the SAPS is justified, because this tool is a
crucial means of upgrading the assistance offered by the
SAPS to the civilian population. Unfortunately service
failures negatively impact community interconnections
and SAPS promotion efforts, which often leads to a ‘last
ditch’ endeavour to restore clients’ satisfaction through
service recovery efforts. So, implementing improved
services from the outset will be beneficial to both the
SAPS and the community as a whole. This article
adopted a qualitative research methodologywhich
allowed the researcher to reflect, to verify the research
question and to corroborate the problem statement. This
article makes actionable recommendations, emanating
from the research findings.
Keywords :
South African Police Service; Service delivery; Service failure, Service quality, Service recovery, Service excellence, Complaint management, Customer service, Customer satisfaction, Customer expectation
