What drives citizens’ dissatisfaction with the police when crime is reported? A survey of Mthatha policing precinct in South Africa

Abstract

Citizens’ satisfaction with the police has a significant influence on their crime reporting behavior. This study explored the citizens’ dissatisfaction with the South African Police Service (SAPS) after reporting crime in the Mthatha policing precinct of the Eastern Cape Province. A total of 120 respondents were invited to participate in the study through stratified random sampling technique. Quantitative methodology was adopted, wherein a closed-ended questionnaire was used to gather data from the respondents. An analysis of the data gathered was done using Statistical Package for Social Sciences (SPSS) to reveal descriptive and inferential statistics. Findings revealed that citizens’ dissatisfaction with the police emanates from the discriminatory manner, in which the police treat citizens, failure to follow procedure and unfair treatment during contact with citizens. A regression analysis on the impact of the socio-demographic variables on citizens’ dissatisfaction with the police revealed the location of the respondents, socio-economic status and religion as significant predictors of citizens’ dissatisfaction with the police. In order to improve citizens’ satisfaction with the police, the study recommends strict adherence to the procedural justice theory. There is also a need for fairness and unbiased treatment of citizens, coupled with respect, courtesy and observance of citizens’ fundamental human rights