The importance of expectation fulfillment on domestic violence victims’ satisfaction with the police in the UK
Policing: An International Journal of Police Strategies & Management
Purpose – This paper seeks to investigate what victims of domestic violence expect police to do for them, and how these expectations subsequently influence their levels of satisfaction.
Design/methodology/approach – Structured interviews with 222 victims of domestic violence were conducted by staff from an integrated community-based service delivery agency in Cardiff, Wales. Multivariate analyses were performed to reveal the factors that contribute to domestic violence victims' satisfaction with the police.
Findings – Consistent with the expectancy disconfirmation model, results indicate that the most important determinant of satisfaction is the extent to which victims' expectations about police behaviour and demeanour are fulfilled.
Originality/value – The results of this study and implications for police policy are discussed