Influence of Police Front Desk Attendance Skills on the Public Trust in Police Stations Within Mvita and Changamwe Sub Counties, Kenya

John Muriithi Nyaga, Elijah Kirimi M’arimi

Abstract


Public trust in the National Police Service is crucial for the effective and professional performance of police officers. This study examined the influence of police front desk attendance skills on public trust in police stations within Mvita and Changamwe Sub-Counties. The research focused on three main objectives: evaluating the impact of police front desk communication proficiency, assessing the influence of problem-solving aptitude, and determining the effect of empathy and respectfulness on public trust. Guided by social capital theory, the study employed a stratified random sampling method, targeting 260 respondents, including members of the public, complainants, suspects, visitors, and police officers. Data collection involved interviews and questionnaires, with ethical clearance and NACOSTI licensing obtained beforehand. Quantitative data were analysed using SPSS Version 26, while qualitative data were analysed thematically. The findings revealed that effective communication, problem-solving skills, and empathy/respectfulness at the front desk significantly enhanced public trust. However, inconsistencies in response times highlighted the need for consistent service delivery. The study also identified challenges in addressing perceived inequalities and information provision. These results underscore the importance of efficient, transparent, and fair front desk operations in building public trust and improving community-police relations. The study provides valuable insights for policy recommendations and interventions aimed at strengthening the relationship between the National Police Service and the public.

Keywords: Police trust, Police front desk attendance skills, National Police service

Full Text:

PDF

References


Blumberg, D. M., & Papazoglou, K. (2020). Organizational Solutions to the Moral Risks of Policing.

Congressional Research Service. (2020). Public Trust and Law Enforcement-A Discussion for Policymakers. https://fas.org/sgp/crs/misc/R43904.pdf%0Ahttps://crsreports.congress.gov

Githinji, P. (2017). Corruption in the Kenya Police Force and Impacts on Kenyan Security: Investigating the Need for. March.

Gjelsvik, I. M. (2020). Police reform and community policing in Kenya: The bumpy road from policy to practice. Journal of Human Security, 16(2), 19–30. https://doi.org/10.12924/johs2020.16020019

Griego, R. (2021). Social Influences on Citizens’ Attitudes Toward police in a Public Assistance Role.

Hailu, G. K. (2018). Challenges of Community Policing Practice in preserving Civil ADDIS ABABA UNIVRESITY COLLEGE OF LAW AND GOVERNANCE STUDIES. 1–93.

Jackson, J. (2010). What is Trust and Confidence in the Police? Policing, 4(3), 241–248. https://doi.org/10.1093/police/paq020

Kibet, S. (2019). The Effects of Corruption as An Economic Crime On Economic Growth And Implications On National Security In Kenya, 2005-2016. 2005–2016.

Kivoi, D. (2020). Policing Reforms to Enhance Security in Kenya.

Lamb, G. (2021). Safeguarding the Republic? The South African Police Service, Legitimacy and the Tribulations of Policing a Violent Democracy. Journal of Asian and African Studies, 56(1), 92–108. https://doi.org/10.1177/0021909620946853

Lampropoulos, G., Anastasiadis, T., Siakas, K., & Siakas, E. (2022). The Impact of Personality Traits on Social Media Use and Engagement: An Overview. International Journal on Social and Education Sciences, 4(1), 34–51. https://doi.org/10.46328/ijonses.264

Mew, J. (2018). Standards of conduct. British Dental Journal, 225(3), 198. https://doi.org/10.1038/sj.bdj.2018.653

Namira, D. M. (2010). The important roles and activities of front office department. https://digilib.uns.ac.id/dokumen/15383/The-important-roles-and-activities-of-front-office-department-at Sahid-Jaya-Hotel-Solo

Sadiq, E. (2020). Anti-corruption investigation agencies in Pakistan: an appraisal. 47–73.

United Nations Office on Drugs and Crime. (2011). Handbook on police accountability, oversight and integrity. In Criminal Justice Handbook Series. www.unodc.org


Refbacks

  • There are currently no refbacks.


Bookmark and Share


Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

SEREK publication https://serek.or.ke

 

This work is licensed under a Creative Commons Attribution 4.0 International License