Promoting a service culture for community policing in Thailand and a comparison study with Malaysia | |
| Author | Sarit Puthpongsiriporn |
| Call Number | AIT Diss. no.SM-04-06 |
| Subject(s) | Police-community relations--Thailand Community policing--Thailand Police-community relations--Malaysia Community policing--Malaysia |
| Note | A dissertation submitted in partial fulfillment of the requirements for the degree of Doctor of Philosophy.School of Management |
| Publisher | Asian Institute of Technology |
| Series Statement | Dissertation ; no. SM-04-06 |
| Abstract | This dissertation examines the relevance of cultivating a service culture in police organizations as a driver for the successful implementation of community policing and whether this will lead to public satisfaction. The data collection in the field was carried out during the period of November-December, 2003 with 656 Thai police participants and 820 Thai citizens in the area of Bangkok, Thailand, and with 297 Malaysian police officers and 3 72 Malaysian residents in the capital of Kuala Lumpur, Malaysia. Data were collected at selected police stations, as the unit of analysis, through police chief officers, who agreed to distribute and also gathered questionnaires from participants. Various data analysis procedures were applied, including Multiple Regression Analysis, Multivariate Analysis of Variance (MANOVA), Analysis of Variance (ANOVA), and Bonferroni's Mean Comparison in order to accomplish the objectives of the study. The survey findings reveal that the service culture concept has a moderately positive correlation with community policing concept in both contexts of Thailand and Malaysia. There were three values of service culture, namely service quality, service orientation, and external communication, which positively related to community policing in the Thai condition; whilst the other four values of service culture, including internal communication, innovativeness, service orientation, and external communication, did so in the Malaysian environment. To this effect, the more the police organizations exhibited these powerful values of service culture, the more they committed to the practice of community policing. The results also demonstrate that community policing has a moderately positive relationship with public satisfaction in both contexts of Thailand and Malaysia. Interestingly, the findings show that the community policing dimension of problem solving was the only important predictor, which confirmed a positive relationship with public satisfaction; whereas community policing variable of partnership was not. This implies that the police role as problem solver proved to be the sole and effective factor of community policing for public satisfaction. At the same time, partnership, which is widely adopted by a number of police agencies worldwide, did not demonstrate such an effective impact on public satisfaction in this study. With regard to the comparison study between the two countries, the findings illustrate that the extent of service culture, community policing, public satisfaction varied between the Thai sample and the Malaysian sample. In addition, the test results from the Bonferroni's mean comparison indicate that the Malaysian sample had higher mean scores for all thirteen variables under study than those of the Thai case. Drawing on the survey findings, the dissertation makes several implications and recommendations for scholars and police administrators on the adaptation of serviceoriented culture to facilitate the implementation of community policing, so that public satisfaction can ultimately be achieved. |
| Year | 2004 |
| Corresponding Series Added Entry | Asian Institute of Technology. Dissertation ; no. SM-04-06 |
| Type | Dissertation |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Academic Program/FoS | Master of Business Administration (MBA) (Publication code=SM) |
| Chairperson(s) | Quang, Truong |
| Examination Committee(s) | Ogunlana, Stephen;Swierczek, Fredric W.;Sutham Cheurprakobkit |
| Degree | Thesis (Ph.D.) - Asian Institute of Technology, 2004 |