The Identifying, Evaluating and Prioritizing the Factors Affecting Customers’ Satisfaction with E-service Centers of Iran's Police

Document Type : Case Study


Faculty of Industrial Engineering, Iran University of Science and Technology, Tehran, Iran


The present research is classified as an applied one employing a descriptive survey design to describe the status quo of the factors affecting customers’ satisfaction with the E-service centers of Iran’s police, known as 10 + police centers. The research population involves all the costumers of the 10+ police centers, among which 420 individuals were chosen through simple random sampling technique. Furthermore, 45 10 + police service centers were selected with probability proportional to size. After Determining the validity and reliability of the researcher-made questionnaire, it has been used to collect the required data. Then, a conceptual model was developed using the theoretical framework and background literature. After that, SPSS software was used to examine and make an analysis of the research hypothesises. The findings indicate that all the identified indices to the customers’ satisfaction with the 10 + police e- service centers (including trust and confidence, staff performance, system facility, environmental facility, basic amenity, providing sufficient notification, time and cost, easy access to the office) have an effect on the customers’ satisfaction. In the end, some practical suggestions were made for an improvement in the satisfaction level of the customers to the 10 + police e- service centers.


Main Subjects

Akhondzade, E., & Mohammadiani, Z., & Ahmadvand, M. (2015). "Citizen satisfaction evaluation of police+10 services with approach of citizen relationship management", Quarterly of order and security guards, Vol.7, No. 4(28), pp.147-172.
Assariannejad, H., & Shirazi Roumenan, H. Summer (2011). "Police services quality assessment of police+10 through using SERVQUAL analysis model". Police management studies quarterly (PMSQ). Vol 6, No 2, pp.208 - 221.
Cao, L. (2015). "Differentiating confidence in the police, trust in the police, and satisfaction with the police", policing: An International Journal of Police Strategies & Management, Vol. 38, No. 2, pp. 239-249.
Donnely, M., & J. Kerr, N., & Rimmer, R., & M. Shiu, E. (2006). "Assessing the quality of police services using SERVQUAL", policing: An International Journal of Police Strategies & Management, Vol. 29, No. 1, pp.92-105.
Ghasri, M., & Salehi, A. SPRING (2009). "Effect of privatization of police services in trend of disciplinary force practices by approach to police+10 agencies". Quarterly of order and security guards, Vol 2, No 1, pp.123-159.
Haghighi nasab, M., & Abedin, B., & Janfeshan, Sh. (2009). "The success of the government in the provision of electronic services, communication services and 10 + police e-services centers". Journal of Managementt Futures Research. Vol. 2, No. 4, pp 131-153.
Kavoosi, A., & Saghaei, A. (2013). "Methods of Measuring Customer Satisfaction", Third Edition, Tehran: Aimé.
L.Dukes, R., & Portillos, E., & Miles, M. (2009). "Models of satisfaction with police service", policing: An International Journal of Police Strategies & Management, Vol.32, No.2, pp.297-318.
Madan, M., & K. Nalla, M. (2015). "Exploring citizen satisfaction with police in India: The role of procedural justice, police performance, professionalism, and integrity", policing: An International Journal of police strategies & Management, Vol. 38, No. 1, pp.86-101.
Oliver, R. L. (2010). Satisfaction: A behavioral perspective on the consumer. Second edition .New York: Irwin/McGraw-Hill.
Pallant, j. (2004). SPSS survival Manual: A step by step guide to data analysis using SPSS. 4th - edition. Buckinghamshire: University of Buckinghamshire, UK.
Schedler, K., & Summermatter, L. (2007). "Customer orientation in electronic government: Motives and effects". Government Information Quarterly, Vol. 24, pp. 291–311.
Talaee Delshad, A. (2013). "Measurement and analysis of the level of customer satisfaction in hospitals". MSc Thesis, Industrial Engineering, Iran University of Science and Technology, pp. 12-13.
Toepfer, A. (1999). "Customer satisfaction measure and increase", Second Edition, Luchterhand Publishing House, Germany, page 52.
Zare, Z; Ghaemi, M. (2014). "Evaluating the quality of 10 + Police e-services centers in the Kordestan province ". Quarterly Police Organizational Development, Vol. 11, No. 48, pp. 81-103.
Zeithaml,VA ,Mary Jo Bitner .(1996)."Service Marketing", McGraw Hill, Singapor, p.123.