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An investigation into the relationship between police effectiveness and citizen satisfaction / Brian Francis Flanagan

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Identifier	Thesis 1646
Author	Flanagan, Brian Francis
Title	An investigation into the relationship between police effectiveness and citizen satisfaction / Brian Francis Flanagan
Publisher	Central Connecticut State University
Date	2001
Resource Type	Master's Thesis
Notes	Police agencies across the nation have utilized citizen surveys as one tool in measuring the success of their agency. For policy-makers, citizen surveys provide key information to help agencies adapt their practices to best meet the needs and desires of the people. Police-citizen surveys attempt to measure citizen satisfaction of police services. More specifically, police surveys attempt to measure police effectiveness versus citizen satisfaction. In measuring police effectiveness, the police have traditionally relied on crime statistics, i.e. the clearance rate or the number of arrests made. In contrast, such things as response times, friendliness, fairness, and being kept informed have measured citizen satisfaction. The current study investigates the relationship between police effectiveness and citizen satisfaction. In order to complete this, a self-report questionnaire was mailed out to 433 randomly selected residents in the Town of Coventry, CT. Building on previous research, this study divides police effectiveness into three subcategories: professionalism, community programs, and comfort level. Each subcategory is important to this study as each show a unique measurement of police effectiveness. By understanding these three subcategories, this research will avoid using the traditional measurement of number of police arrests to a much broader all encompassing definition. In this study four hypotheses were posed. 1.) Is professionalism related to comfort Level? 2.) Is professionalism and comfort level related to program awareness and involvement in community based programs? 3.) Is there a difference in professionalism based on the area of town a citizen resides in, age, gender, and how long a citizen has resided in town? 4.) Is there a difference in comfort level based on the area of town a citizen resides in, age, gender, and how long a citizen has resided in town? The findings suggest that the citizens within the Town of Coventry are satisfied with the police services provided. With respect to the four hypotheses posed, support is shown with regards to hypotheses one and two. Hypothesis three shows support with regards to the area of town a citizen resides and gender. Hypothesis four shows support with regards to gender and how long a citizen has resided in town.
Subject	Police-community relations Job evaluation
Department	Department of Criminology and Criminal Justice
Advisor	Cox, Stephen M
Type	Text
Digital Format	application/pdf
Language	eng
OCLC number	50655970
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