Models of satisfaction with police service

This paper aims to examine the process of citizen satisfaction with police service, so police can emphasize important aspects of service and maintain high satisfaction.

Citizens of Colorado Springs (n=3591) participated in one of four yearly surveys (2002‐2005) to test two structural equations models. One model used data from 2002‐2005 and latent variables of victimization, neighborhood safety, enough officers and police response to predict satisfaction with police service. A second model used data only from 2005 and 12 latent variables.

The five‐variable model fits the data very well (CFI=0.95). It did not vary from 2002 to 2005. The 12‐variable model explained the satisfaction process more completely but fits less well (CFI=0.91). Neither model varied by demographic characteristics of respondents.

Police should implement a process‐based model of service that emphasizes citizens' feelings of neighborhood safety and police response as important predictors of positive evaluations of service.

The paper offers insight into the factors that shape attitudes toward police (ATP, in particular satisfaction with police service) within an organization that has fully implemented community policing.