n Acta Criminologica: Southern African Journal of Criminology - Twenty-one years 'traversed' : how does the public perceive South African Police Service delivery?

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Two key values of the SAPS are to provide a responsible, effective and high-quality service with honesty and integrity; and to evaluate their service continuously and make every effort to improve it. Against this background, the aim of the study was to understand the clients' perception of the service delivery of the SAPS in three communities: Umhlanga Rocks (a historically middle-class suburb) and Greenwood Park and Chatsworth (historically working-class communities) in the EThekwini Municipality. Findings revealed, across all the categories, that the Greenwood Park sample consistently rated their perceptions of CSC services higher than the other two areas, followed by Umhlanga Rocks (an upper-middle-class area) and Chatsworth (historically working class). Overall there was a clear trend in responses, namely: respondents in the Greenwood Park region were relatively satisfied with their Police services, followed by the respondents from Umhlanga Rocks who held relatively neutral views. The Chatsworth region showed an overall trend of dissatisfaction on almost all elements - for 'tangibles', 'responsiveness', 'reliability', 'assurance' and 'empathy' with a. mean below 3 (the neutral point) for almost all of these variables. The study findings are discussed in terms of their implications for future research.


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