摘要
文章基于SERVQUAL服务质量模型与群际接触理论,引入警民接触作为调节变量,构建了警察服务质量影响警民信任的理论模型。通过对218份有效样本进行实证研究的结果表明:警察服务质量对警民信任具有正向影响;警察服务质量下有形性、可靠性、反应性、保证性和关怀性五个子维度均对警民信任具有正向影响;警民接触正向调节了警察服务质量与警民信任之间的关系;警民接触对警察服务质量与警民信任下认知信任和情感信任两个子维度之间的关系均正向调节。根据上述结论得以启示:应从培养服务意识、提升服务质量、促进警民互动三个层面提升警民信任。
Based on the SERVQUAL Model and the Intergroup Contact Theory,by introducing police-citizen contact as a moderating variable,this study constructs a theoretical model about the influence of police service quality on the trust in police from the public.An empirical study on 218 valid samples shows that firstly,police service quality has a positive effect on the trust in police;secondly,the five sub-dimensions of police service quality,namely,tangibles,reliability,responsiveness,assurance,and empathy,have a positive effect on the trust in police;thirdly,police-citizen contact positively moderates the relationship between the police service quality and the trust in police;and fourthly,police-citizen contact positively moderates the relationship between the police service quality and the two sub-dimensions of the trust in police which are the cognitive trust and affective trust.Based on the above findings,it is suggested that the trust in police from the public should be enhanced from three dimensions:to cultivate police officers’service awareness,to improve their service quality,and to promote the police-citizen interaction.
作者
张祥辉
贾鼎
ZHANG Xianghui;JIA Ding(People’s Public Security University of China,Beijing 100038,China)
出处
《山西警察学院学报》
2025年第1期84-91,共8页
Journal of Shanxi Police College
基金
中央高校基本科研业务费专项资金资助一般项目“公安管理专题数据库”(2022SJKJS03)
北京市社会科学基金重点项目“协同推进人民富裕、国家强盛、中国美丽”(21LLGLB108)。
关键词
警察服务质量
警民信任
警民接触
police service quality
trust in police from the public
police-citizen contact
