Title: An analytical study of the service gap vis-à-vis law enforcement agencies: as perceived by women

Authors: Monica Kapuria; Masood H. Siddiqui; Sunita Balani

Addresses: Amity Business School, Amity University, Lucknow, India; School of Management, BBD University, Lucknow, India ' Jaipuria Institute of Management, Vinnet Khand, Gomtinagar, Lucknow, India ' Amity Business School, Amity University, Lucknow, India

Abstract: Crime of different nature against women in India has gained momentum and thereby drawing the attention of policy makers, law enforcement agencies, NGOs and researchers. This study aims to analyse and interpret the service gap and anticipated role of police officials in the purview of expectations and perception of women. The data has been drawn and inferred from the available literature on performance deliverables of police officers and citizen's satisfaction level. Cross sectional research design was applied to study the expectations of women from police officers and measures taken to handle atrocities against them. A sample of 300 respondents (women) was selected employing judgemental and quota sampling techniques. Here, 265 questionnaires were found to be complete in all respect (with a response proportion of 88.33%) and thus included in the study. The findings reveal that satisfaction level of women with the police officers, thereby listing their expectations from the law enforcement agencies in terms of controlling crime situations. It was also discovered that performance management system of the police department lacks the performance deliverables expected by the women in the state of Uttar Pradesh (India).

Keywords: law enforcement agencies; police organisations; performance; crime; women; expectations.

DOI: 10.1504/IJPSPM.2020.109305

International Journal of Public Sector Performance Management, 2020 Vol.6 No.4, pp.526 - 548

Received: 09 Aug 2018
Accepted: 23 Nov 2018
Published online: 03 Sep 2020 *

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