Index of EWU Authors - East West University

Abstract of Published Papers 2008Business and EconomicsThe Eight Global Conference on Flexible Systems Management, Stevens Institute ofTechnology (published in the proceedings of GLOGIFT), Hoboken, New Jersey, June 14-16USA, pp. 817-827, 2008A Study on Service Quality of the Bangladesh PoliceNazrul Islam*, M. Akbar Ali**AbstractProviding quality service is the prime objective of the law enforcing agency of a country. It isalso important for Bangladesh where a huge number of social problems are present. Thispaper aims at identifying the service quality factors of the Bangladesh police. It includes theviews on service quality of the service receivers of 33 thanas of Dhaka City. To identifyservice quality factors, standardized SERVQUAL instrument developed by Parasuraman andZiethmal was used for this survey. Three hundred thirty one service receivers concerned withcriminal and civil problems were interviewed with a structured questionnaire. The samplerespondents were selected randomly at the 33 thanas of Dhaka City. Multivariate analyticaltechnique like Factor Analysis was used to assess the expected and perceived service qualityfactors. Multiple Regression Analysis was used to identify the relationship between theoverall service quality and the service quality factors in this regard. Results show that theservice receivers expect that the police should keep the interest of the clients at their heart. Ifthey promise to do something, they should do it on time. The respondents also expect that thepolice should use up-to-date equipments and they should have convenient operating hours.The clients perceived that the police should have interest of the clients at their heart, theyshould use up-to-date equipments in investigating the cases, and their operating hours shouldbe convenient to the clients.* Graduate Studies (MBA, EMBA & MBM), Department of Business Administration, EastWest University 43 Mohakhali C/A Dhaka-1212. Email address: nazrulislam@ewubd.edu** Police Commissioner, Barisal Metropolitan Police, Bangladesh20