Αποτελεσματικές στρατηγικές βελτίωσης της ικανοποίησης πολίτων από την ελληνική αστυνομία : ποιες είναι οι σημαντικότερες δράσεις για την υλοποίηση τους
Effective strategies for citizen satisfaction from Hellenic police : what are the most important actions
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Keywords
Ελληνική αστυνομία ; Οδηγοί αξίας πελάτη ; Ικανοποίηση πολίτη ; Παράγοντες ποιότητας ; Hellenic police ; Customer equity drivers ; Ccitizen satisfaction ; Service quality factorsAbstract
The main purpose of this study is to analyze the most important actions that Hellenic Police can implement to improve citizens' satisfaction. More specifically, the effects of citizen experience quality, police presence in community, quality of interactions, and media coverage of crime and police social responsibility are examined on customer equity drivers. At the same time, the effects of customer equity drivers (brand equity, value equity and relationship equity) on citizen satisfaction from Hellenic Police are investigated. In order to achieve these research objectives, a quantitative survey was conducted on a sample of 432 citizens who had a recent experience with the services of Hellenic Police.
The results showed that quality of interactions and citizen experience quality have positive and statistically significant effects on customer equity drivers of Hellenic Police. Additionally, police presence in community was found to have a positive and significant relationship with brand equity and value equity. However, lack of significantly significant relationship was indicated between police presence in community and relationship equity. At the same time, it was found that media coverage of crime has a positive and significant effect only on value equity. In contrast, media coverage of police social responsibility was not found to significantly affect any driver of customer equity of Hellenic Police. Finally, it was shown that brand equity, value equity and relationship equity have positive and significant effects on citizen satisfaction. Finally, critical strategies are proposed to improve the efficiency of Hellenic Police for the benefit of the citizen.
Postgraduate Studies Programme
Εφαρμοσμένη Δημόσια Οικονομική και ΠολιτικήDepartment
Σχολή Οικονομικών, Επιχειρηματικών και Διεθνών Σπουδών. Τμήμα Οικονομικής ΕπιστήμηςNumber of pages
111Language
GreekCollections
Except where otherwise noted, this item's license is described as
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα
Αναφορά Δημιουργού-Μη Εμπορική Χρήση-Όχι Παράγωγα Έργα 3.0 Ελλάδα