Constructing an Intergrated Service Excellence Model for the South African Police Service


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

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

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