Analysis of Security and Service Quality: A Citizen Perception

Abstract

The primary objective of this research was to analyze whether there is a relationship between citizen security and the quality of the service provided by the Zarumilla-Peru commissioner, with respect to the methodology, it was basic, with a quantitative approach, the design used was not experimental-correlational. The study population was made up of 126 citizens attended at the police station and the sample was 96 citizens, the type of sampling adopted is simple random probabilistic, the data collection was given through the survey and the questionnaire was used as an instrument, the which was validated through an expert judgment, reliability was obtained through Cronbach's alpha, obtaining an alpha of 0.81 for the security variables and 0.87 for quality of service, likewise the normality test was applied to the data., resulting in the data not having a normal distribution, using Spearman's Rho as a correlation statistic. Regarding the results obtained, it was determined that there is a significant positive and very strong correlation of 0.959 between both variables, finally it was concluded that, with better quality of service, police officers generate a higher level of citizen security, this will allow citizens to continue their daily tasks in a normal way with the peace of mind of feeling safe and protected by their authorities.