Perception on Reliability and Responsiveness of Polis DiRaja Malaysia (PDRM): A Study among Citizens in Putrajaya
DOI:
https://doi.org/10.24191/jas.v15i3.2742Keywords:
PDRM services, reliability, responsiveness, PutrajayaAbstract
This paper presents the perception of Putrajaya citizens on reliability and responsiveness of the services provided by Polis DiRaja Malaysia (PDRM). The main objectives of this study are: (i) to determine the level of reliability and responsiveness of police; (ii) to examine the influence of independent variables (accessibility, competency, manners and fairness) on the dependent variables (reliability and responsiveness); (iii) to scrutinize the main factor that influence reliability and responsiveness of the services; and (iv) to examine the influence of gender as a moderating effect on the relationship between both independent and dependent variables. A quantitative approach of using self-administered questionnaires was applied in this study. A total number of 146 Putrajaya citizens responded to the survey based on simple random sampling technique. The findings of this study revealed that the level of reliability and responsiveness of police service were moderate (Mean=3.744, Std. Dev. 0.736; Mean=3.703, Std. Dev. 0.705). Furthermore, competency and manners were found to have significant influence on reliability (p<0.00, p=0.00); and the main factor that influenced reliability was manners (p=0.00, β=0.42). In terms of responsiveness, competency and manners were also found to have significant influence (p<0.00, p=0.00), with competency being the main factor that influence responsiveness (p=0.00, β=0.43). Notably, gender was found to have no moderating effect on the relationship between both independent and dependent variables (p>0.05). The study concludes that Putrajaya citizens perceived the reliability and responsiveness of police service to be at a moderate level (between average and good), where manners was found to be the main factor influencing the reliability of police services, and competency was recognized as the most influential factor to enhance the responsiveness of police services. This study serves as an indicator for improvement in the police services - in line with PDRM’s mission: “To provide professional and quality services in protecting the country to ensure public safety, security and prosperity”.
References
Akhtar, A., Rafiq, S., Asif, A., Saeed, A., & Kashif, M. (2012). Public perceptions of police service quality: Empirical evidence from Pakistan. International Journal of Police Science and Management, 14, 2, 97-106.
Azyanee, L., Gopala, S. K., Thenmolli, V., Saravanan, S., & Haslina, C. (2013). Public perception of police and reinstatement of preventive detention. International Academic Conference (IAC).
Bayley, D. (1994). Police for the Future. New York, NY: Oxford University Press.
Bordua, D. J. & L. L. Tifft. (1971). Citizen interview, organizational feedback and police- community relations decisions. Law and Society Review, 6, 82-155.
Cao, L. & Hou, C. (2001). A comparison of confidence in the police in China and the United States. Journal of Criminal Justice, 29, 87-99.
Chen, C. M., Lee, H. T., Chen, S. H., & Tsai, T. H. (2014). The police service quality in rural Taiwan. Policing: An International Journal of Police Strategies and Management, 37, 3, 521-542.
Chesney-Lind, M. & Sheldon, R. (1992). Girls, delinquency and juvenile justice. Pacific Grove, CA: Brooks/Cole Publishing Company.
Collier, P. M., Edwards, J. S., & Shaw, D. (2004). Communicating knowledge about police performance. International Journal of Productivity and Performance Management, 53, 5, 458-467.
Gaines, L., Kappeler, V., & Vaughn, J. (1994). Policing in America. Cincinnati, OH: Anderson Publishing Co.
Homant, R., Kennedy, D., & Fleming, R. (1984). The effect of victimization and the police response on citizens’ attitudes toward the police. Journal of Police Science and Administration, 12, 3, 7-323.
Hurst, Y. & Frank, J. (2000). How kids view cops: The nature of juvenile attitudes toward the police. Journal of Criminal Justice, 28, 189-203.
Ishak, S. (2016). Perceptions of people on police efficiency and crime prevention in urban areas in Malaysia. Economics World, 4, 5, 243-248.
Jackson, J. & Bradford, B. (2009). Crime, policing and social order: On the expressive nature of public confidence in policing. The British Journal of Sociology, 60, 493- 521.
Jiang, S., Sun, I. Y., & Wang, J. (2012). Citizens' satisfaction with police in Guangzhou, China. Policing: An International Journal of Police Strategies & Management, 35, 4, 801-821.
Kelling, G. & Moore, M. (1988). From political to reform to community: The evolving strategy of police, in Greene, J. & Mastrofski, S. (Eds), Community Policing: Rhetoric or Reality (pp.1-26). New York, NY: Praeger.
Maguire, E. R. & Johnson D. (2010). Measuring public perceptions of the police. Policing: An International Journal of Police Strategies and Management, 33, 703- 730.
Mastrofski, S. (1999). Policing for people. Ideas in American Policing Lecture. Washington: Police Foundation.
Murty, K., Roebuck, J. & Smith, J. (1990). The image of the police in black Atlanta communities. Journal of Police Science and Administration, 17, 4, 7-250.
Oliver, R. L. (1997). Satisfaction: A behavioural perceptive on the consumer. Singapore: McGraw-Hill.
Parasuraman, A., Zeithaml, V. & Berry, L. (1988). SERVQUAL: A multiple item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64,1, 12-40.
Performance Management and Delivery Unit. (2012). Government Transformation Programme Annual Report. Prime Minister's Department.
Selvanathan, M., Selladurai, S., Gill, S., Kunasekaran, P., & Tan, P. J. (2016). The customer satisfaction status towards core governmental services in Malaysia. International Journal of Business and Management, 11, 211-218.
Sipalan, J. (2015). Public satisfaction in police services at all time high, government report card says. Retrieved from Malay Mail Online: www.malaymailonline.com.my
Skogan, W. G. (1994). Contacts between police and the public: A British crime survey report. Home Office Research Study 135. HMSO, London.
Skogan, W. G. (2005). Citizen satisfaction with police encounters. Police Quarterly, 8, 298–321.
Skogan, W. G. (2006). Asymmetry in the impact of encounters with police. Police and Society, 6, 99-126.
Southgate, P. & Ekblom, P. (1984). Contacts between police and public. Home Office Research Study 77. HMSO, London.
Stoutland, S. E. (2001). The multiple dimensions of trust in resident/police relations in Boston. Journal of Research in Crime and Delinquency, 38, 226–256.
Weitzer, R. & Tuch, S. (2002). Perceptions of racial profiling: Race, class, and personal experience. Criminology, 40, 435-57.
Wu, Y. (2010). College students’ evaluations police performance: A comparison of Chinese and Americans. Journal of Criminal Justice, 38, 773-80.
Wu, Y. & Sun, I. (2009). Citizen trust in police: The case of China. Police Quarterly, 12, 170-91.
Wu, Y. & Sun, I. (2010). Perceptions of police: An empirical study of Chinese college students. Policing: An International Journal of Police Strategies and Management, 33, 93-113.
Wu, Y., Sun, I., & Triplett, R. (2009). Race, class or neighborhood context: Which matters more in measuring satisfaction with police? Justice Quarterly, 26, 125-56.
Downloads
Published
Issue
Section
License
Copyright (c) 2018 Mohd Syafiq Mat Saruji, Yarina Ahmad, Azizan Zainuddin
This work is licensed under a Creative Commons Attribution 4.0 International License.
